2nd/3rd Line Technician - IT Support Desk (Full Time): IT Document Solutions

Title: 2nd/3rd Line Technician - IT Support Desk (Full Time)

Job description

To work as a member of the ITDS Managed Services support desk providing 2nd line plus 3rd line field based technical IT support to our IT managed services customers. In addition, assist with supporting managed print services clients. Deliver Pre & Post Sales technical support relating to our IT managed service solutions to both our clients and the sales teams across the ITDS group. Be up to date and conversant with all current relevant technologies provided as a part of the ITDS Managed portfolio. Ensure team goals are met providing regular statistical reports to business unit managers plus liaise with the IT & Service Desk Manager and ITDS Managed leadership team regarding service desk process implementation & statistics, assisting with presales strategy & product set evaluation within the IT Services & Cyber Security space. Where needed, attend client’s site in an IT support capacity to resolve faults & issues.

Primary Duties and Responsibilities:

1. Reporting to the IT & Service Desk Manager, you will provide some 1st but predominantly 2nd & 3rd line technical assistance to our IT & Unified Communications clients being part of the day to day operation of the service desk team delivering the best level of client support, regular system updates & adopt best working practices.
2. Be conversant with service desk process & best practice to deliver a consistently high level & accountable client experience.
3. Have strong knowledge of managed IT hardware & software solutions plus infrastructure with regards to installation, troubleshooting & support being able to assist and escalate to software vendors as necessary ensuring any fault or issue is resolved in a timely fashion.
4. Have a full operational understanding of Microsoft Office 365 & MS hosted platforms being able to provision and support the same as well as desktop and server operating system troubleshooting & maintenance.
5. Provide a sound general understanding of the IT / Cyber Security product stack able to deliver technical Pre-Sales client engagement plus 1st line support with vendor liaison.
6. Attend any relevant Microsoft technical training courses keeping product & process knowledge regularly updated.
7. Visit client sites as needed in a pre-sales or technical support capacity.
8. Undertake other duties appropriate to the post as directed by line management.

You will be familiar with, and adhere to, the below company policies and procedures:

• Employee Handbook and associated company policies/procedures
• Departmental Code of Conduct and Operational Procedures
• Quality Environmental Health & Safety Handbook and associated company policies/procedures

In addition, to aid in any ad hoc project as requested and deemed necessary to support the business.

The above list of duties is not exhaustive and is subject to change. The post holder may be required to undertake other duties within the scope and grading of the job role.

Qualifications / Education / Training:

• Minimum of 5 GCSEs at Grade C or above (or equivalent)
• Degree Level is desirable
• Further education engineering/IT qualifications are desirable
• Cyber security qualification is desirable
• Microsoft associate or other qualifications a distinct advantage

Experience:

• Strong experience working in a similar role
• Significant experience in the IT Services sector
• Experience of working in an IT service desk team
• Experience in Cyber Security

Knowledge:

• Knowledge of the relevant industry
• Knowledge of technical support process
• Knowledge of managed print solutions is an advantage

Skills & Competencies:

• Excellent communication skills, particularly able to handle client support calls professionally
• Ability to process and interpret complex information
• Strong prioritisation skills and ability to manage own workload
• Ability to work flexibly
• Team player

Personal Attributes:

• Self-motivated
• Ability to make decisions and use own initiative
• Ability to motivate and work within a team
• Creative, comes up with ideas
• Prepared to learn new skills

Other:

• Ability to use Microsoft Word, Excel and Publisher
• Experience using supplier portals & CRM systems
• Full driving licence (Manual) is essential
• Job Type: Full-time
• Salary Range: £28,000.00-£33,000.00 per year

Benefits:

• Company pension
• Health & wellbeing programme
• On-site parking
• 25 days holiday + bank holidays

Schedule: Monday to Friday

Experience: IT Services: 3 years (required)

Licence/Certification: Full UK Driving Licence (Manual) (required)

Work authorisation: United Kingdom (required)

Ability to Commute: Crawley (required)

Work Location: In person

Please submit a CV and covering letter to contact@itdocumentsolutions.com.