First Line Support Technician

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Job Description

You will work within a team of technicians supporting small businesses. Examples of tasks to be carried out could include:

• Taking calls from clients and logging support case details
• Troubleshooting customer issues remotely when possible
• Allocating incoming calls/emails to other members of the team
• Setting up new user accounts and installing software on customers computers
• Ensuring incoming cases are completed according to service level agreements

This is not an exhaustive list of tasks and it will be expected that the employee will carry out other IT related tasks as well as the necessary administration to record his/her work as required. After experience has been gained and relationships built with customers the opportunity to work as an ICT Technician may arise.

Technical Specification

You will be required to possess a broad range of skills that will assist you in learning new technologies and methods quickly. Previous experience is beneficial but is not essential and an IT related qualification is desirable.

Experience, understanding and knowledge in the following areas are advantageous:

• Microsoft Office Suite, especially Outlook
• Troubleshooting issues on Windows XP and Vista clients
• Understanding of TCP/IP and networking technologies
• Any Microsoft qualifications, such as MCP, MCDST, MCSA, MCSE, MCTS, MCITP would be extremely beneficial

Personal Specification

The ideal candidate will be able to demonstrate the following skills, attributes and experience:

• An intelligent self-starter with the ability to work on their own initiative to solve problems
• A fast learner with the ability to be able to pick up new skills quickly
• Enthusiasm for IT and ambition to progress their career
• Strong interpersonal and communication skills
• Strong problem diagnosis skills
• Excellent customer service skills

Working Hours

Working hours will be Monday to Friday 9:00am until 5:30pm with 1 hour for lunch. Some flexibility may be required from time to time.

Salary

£15,000-£17,000 depending on experience, per annum, paid monthly.

Training and Professional Development

As a Microsoft Gold Certified Partner, MR ICT values Microsoft Certifications highly. The employee will be supported through achievement of Microsoft Certifications relevant to their role. Training courses will be offered when needs arise, either in the form of self-paced online learning or classroom based study.

Transport

Own transport is not a requirement for the post.