Support Technician and Junior Network Manager

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The role has scope for progression and diversification as the candidate & the role develop over time to make the best use of their skills and ambitions.

 

Responsibilities Include:

  • Providing first-line help desk support to users using live chat, email and on the phone
  • Logging tickets and following up with customers
  • Assisting with installations online and over the phone
  • Ad hoc tasks related to the support desk including writing guides, software testing etc
  • Assist Network Manager in maintaining service availability
  • Provide assistance in resolving software, hardware and network-related problems
  • Assist in equipment set-up and software installation and updates. Configure computers for new users
  • Assist in the maintenance of telephone systems and computer stations

Skills, qualifications and experience:

Experience

  • 1-2 years support desk experience preferred.
  • Any network experience helpful

Knowledge
IT literate / Good Technical knowledge of the following useful

  • Competent in using and working with Windows 10 and Chrome
  • Competent in using and working with iOS and Android software
  • Strong computer literacy
  • Basic network knowledge

Desirable

  • Knowledge / familiarity with web proxy / firewalls / wireless
  • Experience in a help desk/support role
  • Experience of school networks
  • Preferred knowledge in DNS, AD, Group Policy, DHCP, Windows Server, Linux
  • Skills such as Windows OS, HTML, programming, design, networks would be of use

Personal Skills
The ideal candidate will be able to demonstrate & prove the following skills/attributes:

  • A good telephone manner, ability to deal with clients face to face and strong customer service skills are very important
  • Willingness to learn
  • 1-2 years support desk experience preferred.
  • Excellent communication skills, both oral and written, as you will need to communicate effectively with a wide variety of individuals and professional groups
  • An emphasis on the achievement of results and both energy and enthusiasm to ensure that objectives are met
  • Teamwork skills and the ability to collaborate effectively with others
  • To deal with a diverse range of challenges
  • A methodical approach and the ability to analyse and process customer issues
  • Problem-solving skills and the ability to find and employ creative solutions
  • Adaptability and readiness to challenge existing practices and find alternatives
  • The ability to cope with pressure, and be flexible to ongoing change
  • Multitasking

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