1st Line Support

3 days ago


Shirley, United Kingdom Pertemps Redditch Commercial Full time

Professional telecoms management service specialist and consultancy looking to recruit an IT Support Technician into their busy team. My client buys new and refurbished telecom networking equipment from their partners worldwide, they refurbish, resellor responsibly recycle.
Working as part of the IT Department, you will be responsible for 1st line support across the group acting as the first point of contact for IT related issues managing support tickets through the groups ticketing system updating users and customers throughoutthe course of an incident.
As the IT Support Technician will also resolve incidents and support requests from both internal users and external customers.You will monitor one of their customer’s networks via network monitoring tools, responding to faults and outages, carrying out investigativework to determine if a 3rd line engineer is required, and liaising with internal Customer Service Desk colleagues.

**RESPONSIBILITIES**:

- 1st Point of contact for support tickets across the group
- Logging and allocating tickets to the relevant team members
- Actively monitor group managed networks (internal and customer)
- Respond to and log all incidents and other network events
- Manage incidents through to resolution
- Liaising with Field Engineers, whilst they are on site and before they leave site
- Monthly internal and external reporting
- Support of internal users with IT issues
- Laptop and desktop computer installations
- Mobile phone installations and management
- Backup administration
- Creating and updating IT Documentation
- Any other duties as and when required

**Experience Required**:

- Previous experience of working in an IT Support/Helpdesk role, including remote support
- 1st Line IT support
- Previous work experience of administration and use of network monitoring software
- Customer facing
- Ability to problem solve and take the initiative
- Previous experience of working in an IT Support role, including remote support
- Experience of Windows Server, AD, Group Policy and NTFS
- Experience of Windows 10, and Android devices
- Understanding of IP networking
- Experience of Firewalls and VPN

**Experience (Advantagous)**:

- Exposure to Sage 1000 or similar ERP system
- Exposure to SQL, such as basic queries
- Previous work experience of administration and use of network monitoring software, such as PRTG or SolarWinds
- Exposure to Veeam Backup and Replication
- Exposure to VMware
- Understanding of ISO27001 and Cyber Essentials principals
Hours of Work 37.5 (flexibility around these hours)
Hybrid - 2 days working from home after training
Free Parking
Occasional Travel may be required (hired car provided)
Does this sound like your next career move? If so, call Donna Morgan on to discuss this exciting opportunity in more detail.



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