1st Line/2nd Line Support Technician

Hesselgrave International; Bradford; On-site; GBP 28,000 - 32,000

Job description

Do you thrive on problem-solving, troubleshooting, and delivering outstanding support to end users?

Due to continued growth, our client is looking for a customer-focused 1st Line/2nd Line Support Technician to join their IT team. In this role, you'll be a key player in ensuring customers receive first-class technical support, helping their technology and infrastructure run seamlessly.

Our client is a leading provider of cutting-edge security solutions, specialising in CCTV and access control systems. With a dedicated team and innovative technology, they deliver reliable security solutions across a range of industries.

This role is based at their office in Bradford.

What We Need From You

1. You will need to live in the UK and have experience working in a similar role for a company based in the UK (Applications from abroad will not be considered)
2. Understanding of IT systems, networks, hardware, and software
3. Familiarity with Windows operating systems
4. Basic understanding of networking concepts (TCP/IP, DNS, VPNs, etc.)
5. Ability to troubleshoot and resolve technical issues efficiently and effectively
6. Excellent communication and interpersonal skills, with a strong customer service orientation
7. Strong organisational skills and the ability to manage multiple priorities
8. Has a hunger to learn and grow in the field of IT support

What The Role Involves

1. Provide first-line support to end-users, responding to technical issues via phone, email, or ticketing system
2. Troubleshoot hardware, software, and network issues, offering solutions in a timely and professional manner
3. Diagnose and resolve technical issues related to operating systems, applications, and peripheral devices
4. Escalate more complex issues to higher-level support teams (Level 2 and beyond) while maintaining clear documentation of each incident
5. Assist in the management of service requests, ensuring that tickets are prioritized, tracked, and resolved within established SLAs
6. Set up and configure new hardware and software for users
7. Maintain knowledge of Dacha SSIs IT infrastructure, policies, and procedures
8. Assist in IT projects, such as system updates, security patches, and other tech implementations
9. Ensure the highest level of customer service, aiming for efficient resolutions with minimal disruption to end-users
10. Maintain a positive and collaborative attitude when working with both technical and non-technical teams

Salary: £28,000 - £32,000 per year, depending on experience.

Hours: 9am 5pm Monday to Friday (37.5 hours per week). On call OOH (out of hours) and weekends 1 in 4.

Benefits

1. 20 days holiday + Bank Holidays
2. Nest pension scheme (opt-out available)
3. Onsite parking
4. Training & development opportunities
5. Occasional team days/nights out
6. Optional branded uniform

Please apply now!