IT Support Technician - 1st/2nd Line

We are looking for an enthusiastic, customer focused, individual to join our growing team at our office in Southwick.

Responsibilities include:

  • Managing phone calls

  • Managing and monitoring our support alert and ticket system

  • Working on 1st (and 2nd line) issues within the support ticket queue  

  • Maintain a high degree of customer service when responding to support issues by phone and e-mail

  • Take ownership of support issues and seek closure ensuring all relevant support procedures are followed and documented where needed

  • Escalation of more complex calls to the relevant team member

  • Installation, configuration and deployment of new and existing hardware in line with defined procedures 

  • Installation configuration and deployment of new and existing software in line with defined procedures 

  • Logging time spent on support tickets/projects

  • Meeting performance indicators assigned to the role

 

Skills and experience 

  • Proven experience in a similar IT support role with end user facing responsibilities, ideally within a regulated environment

  • Previous 1st line support experience or equivalent

  • Previous experience of a call logging systems and remote support tools

  • Strong knowledge of Microsoft products including Office365 and operating systems

  • A good understanding of PC hardware 

  • A good understanding of server environments and Active Directory

  • A good understanding of networking & routing (WANs, LANs, VLANs, VPNs, etc)

  • Enjoys working and communicating as part of a team

 

What we offer 

A competitive salary depending on experience

An engaging atmosphere with variety and changing job activities

An enjoyable new workplace right next to the Marina in Southwick and the beach! 

Nearby free parking and railway/bus links  


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