First Line IT Support

4 days ago


Gosport, United Kingdom Cerco IT LTD Full time

My prestigious client has a fantastic opportunity for a motivated Junior 1st Line Support professional with an aptitude for problem-solving IT issues and excellent customer support skills. You will be working as part of an onsite Services team deliveringquality front-line support for a prestigious MoD contract, with a key focus on delivering to the customer within the agreed service SLAs.

**Note**: Due to the work with MoD, you will need to be able to attain SC clearance.

This role attracts a salary of £24'00pa + non sales bonusesin addition to

22 days holiday entitlement rising to 25 days after 5 years+ service

Company supported CSR Volunteer Day plus two days for personal wellbeing

Pension - Including option to join Salary Exchange for Pension Scheme (SXP)

Corporate gym membership, partially subsidised by the Company

Death in Service

Private Medical Insurance

In the role, you will cover a broad range of Device, Computer, Network and Application services, the prime responsibilities include multiple aspects of IT End User Support:

- Providing 1st line support to End Users based both on and off site - this will involve driving therefore a full, clean driving licence is required
- Resolution and/or escalation of faults reported within agreed SLAs
- Ensuring all actions carried out on tickets are recorded accurately in the Service Management toolset
- Managing IT assets (e.g. laptops, printers, monitors, etc.) accurately in the Service Management toolset
- Managing users, computers, and group membership within Active Directory
- Support and troubleshooting of Microsoft Operating Systems (e.g. Windows 10)
- Imaging and updating end user devices in line with local policy
- Issuing End User Devices and providing introductory training to multiple users at a time
- Development of work instructions that can be operated and managed by the 1st Line Support team
- Deploying, supporting, and maintaining IT Devices (Laptops), Print services, Audio Visual services and Operating Systems (Microsoft Windows 10)

**Essential**

You have notable experience in the following:

- Providing L1 technical support covering: Incident, Problem and Change Management
- Working in a desktop support environment, with special focus on configuration and configuration management tools; especially Microsoft OS
- You should have broad knowledge of IT and communications services and technologies

**Desirable**

You have experience in:

- Working in a Defence-based (or similar) environment, as well as an understanding of the MOD’s ICS security policy
- Active Directory administration
- ITSM/ITIL Policies and Processes, ideally ITIL v4
- CompTIA A+ IT Qualification
- Certification in Microsoft Technology Associate IT Infrastructure and/or End-User Compute (Desktop)



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