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Helpdesk Support Specialist
2 months ago
At Ingenio Technologies, we are seeking a motivated and enthusiastic individual to fill the role of 1st Line Helpdesk Support Engineer. This position is perfect for those embarking on their IT career journey or aiming to solidify their foundational technical skills. With a focus on providing first-level support, this role is an invaluable opportunity to learn, grow, and develop in the fast-evolving world of technology.
{h3} Key Responsibilities {/h3}
* Provide initial support for common software and hardware issues, including basic troubleshooting.
* Handle incoming client calls and emails, ensuring a friendly and professional customer experience.
* Accurately log and manage support tickets in the system.
* Escalate complex technical issues to 2nd Line Support teams as needed.
* Collaborate with team members to ensure effective resolution of client queries.
* Contribute to the knowledge base by documenting common problems and solutions.
{h3} Client Interaction and Communication {/h3}
* Deliver clear and user-friendly assistance to clients, many of whom may possess limited technical knowledge.
* Demonstrate patience, understanding, and a positive attitude in all client interactions.
* Effectively communicate technical information in a non-technical manner.
{h3} Documentation and Knowledge Management {/h3}
* Maintain accurate records of client interactions and resolutions in the support ticket system.
* Ensure clear documentation of processes and solutions for future reference.
{h3} Professional Development {/h3}
* Engage in ongoing learning opportunities to enhance technical skills and customer service abilities.
* Participate in training sessions and workshops to stay updated with the latest technologies and best practices.
{h3} Requirements {/h3}
* Although no formal IT work experience is required, you will need a demonstrable interest in IT, such as a personal home lab.
* This role would be suitable for recent IT graduates, self-taught tech enthusiasts, or those with a relatable technical role.
* Basic understanding of common operating systems, networking concepts, and office software.
* Excellent communication and problem-solving skills.
* Eagerness to learn and adapt in a fast-paced environment.
{h3} Company Culture and Benefits {/h3}
* Work in a supportive and learning-focused environment, ideal for personal and professional growth.
* Benefit from a range of perks, including health schemes, flexible working options, and a friendly office atmosphere.
* Participate in regular team events and activities fostering a collaborative and enjoyable work culture.
{h3} Benefits {/h3}
* 25 days holiday, bank holidays.
* Access to comprehensive training programs with a focus on continuous learning and development.
* One day of homeworking per week to support work-life balance.
* Private cashback health scheme after probation.
* Use of pool vehicle for work-related tasks.
* Comfortable working environment with ergonomic chairs and electric standing desks.
* Bean-to-cup coffee machine and complimentary soft drinks.
* Free ample onsite car parking.
* Proximity to public transport: 10 minutes walk to train and bus stops.
* Subsidised EV charging points.
* Enjoyable summer and winter company parties.
* Regular scheduled one-to-ones and annual performance reviews.
* Mileage allowance for travel-related tasks.
This role is an outstanding opportunity for someone with a genuine passion for technology looking to start or grow their career in IT support. Whether you've built your own home lab, experimented with different software, or are simply enthusiastic about technology, your hands-on experience could be the perfect foundation for this role.
If you're ready to take the first step in your IT career with a company that values growth, learning, and a positive team environment, apply now to join our team as a 1st Line Helpdesk Support Engineer.
Note to recruiters: we will not respond to recruitment agencies enquiring or trying to fill this post.
