Information Technology Support Technician

2 days ago


West Midlands, United Kingdom Azets Full time

Day to day duties

  • Act as a first response to calls on our landline
  • Work on first response tickets and escalates any complex tickets or any tickets that may exceed 20 minutes of resolution time
  • Gather detailed information on the user’s ticket to assist colleagues if escalation is required or for future reference
  • Work with both internal and external users to collect information, diagnose, resolve, or escalate where it is required
  • Recognise trends of tickets and notifying the relevant teams when necessary
  • Escalate major incidents quickly & effectively to 2nd line Technicians
  • Effectively and tactfully handle urgent/sensitive tickets
  • Provide administration of the email filtering solution

What are we looking for?

  • Good knowledge of the Microsoft Office suite
  • Understanding of networking protocols, specifically TCP/IP
  • An understanding of troubleshooting Microsoft Windows operating systems, specifically Microsoft Windows 7 and 10
  • Good knowledge Microsoft Exchange and Microsoft 365
  • Understanding of file system permissions
  • Good knowledge of Active Directory
  • Troubleshooting of printers, scanners and multifunction devices
  • An enhanced understanding of Microsoft Endpoint Manager, Windows Defender and Microsoft Intune



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