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Support Technician

3 months ago

Ipswich, Suffolk, United Kingdom Birketts Full time

Objective of the Role

As a vital member of the 1st Line Support Team, your primary responsibility will be to deliver exceptional assistance to internal users, serving as their initial point of contact for support inquiries.

Adhering to ITIL best practices, you will aim to provide a prompt, responsive, and helpful service that guarantees each user's support request is managed effectively from the first interaction to resolution or escalation.

The service will be consistently assessed, reviewed, and improved based on user feedback and performance metrics. Close collaboration with your colleagues and the 2nd Line Support Team is essential for the success of this role and the overall service delivery.

This position is ideal for individuals with prior experience in IT who wish to assist users, many of whom may not have a technical background, in overcoming their IT challenges through effective verbal and written communication and by applying troubleshooting techniques. You should be a motivated individual who thrives in a dynamic and fast-paced environment and enjoys being part of a successful team.

As part of a broader IT services team, there are numerous opportunities for career advancement and personal development for enthusiastic and talented employees looking to progress in the IT field.

Key Responsibilities
  • Serving as a reliable and accessible first point of contact for users seeking support.
  • Ensuring the accuracy of data used to define, troubleshoot, and resolve tickets within the ticketing system.
  • Delivering excellent customer service in a friendly, professional, and easily understandable manner, simplifying technical jargon.
  • Supporting and mentoring apprentices within the team.
  • Contributing to the overall success of the IT Team.
Candidate Profile
  • Experience in an IT Service Desk environment.
  • Familiarity with Microsoft Technologies such as Active Directory, Office 2016, 2019, and O365.
  • ITIL Foundation certification.
  • Proficient IT troubleshooting skills.
  • Strong communication abilities.
  • Capability to work under pressure and meet deadlines.
  • A customer service-oriented mindset.
  • Effective team player.
  • Commitment to continuous professional development.
Equal Opportunities

We are dedicated to recruiting individuals based on their suitability for each role, considering qualifications and experience. All applications are treated fairly and equally, regardless of sexual orientation, race, disability, religious beliefs, or any other protected characteristic, ensuring equal opportunities throughout the recruitment process.

Benefits

One of the most rewarding aspects of joining Birketts is our comprehensive rewards package. We value our employees and regularly review our benefits to reflect that. You can expect a competitive salary and benefits package, along with a supportive team environment, a strong commitment to diversity and inclusion, mental health support programs, and structured career development opportunities.

  • 25 days of annual leave (FTE) plus Bank Holidays, increasing with service.
  • Long Service holiday award – an additional week for every 10 years of continuous service.
  • Private Healthcare - BUPA (available after successful completion of probation).
  • Scottish Widows Pension Scheme (5% employer / 5% employee contribution).
  • Staff Profit Share / Salary sacrifice options (Pensions, Staff Profit Share).
  • Life Assurance - 4 times salary / Permanent Health Insurance.
  • Paid ESG (Environmental, Social and Governance) day.
  • Enhanced Maternity/Paternity Leave.
  • Season Ticket Loan.
  • Gym Flex membership.
  • Electric car scheme.
  • Dress for your Day Policy.
  • Agile Working Policy.

We are committed to recruiting individuals based on their suitability for each role, considering qualifications and experience. All applications are treated fairly and equally, ensuring equal opportunities throughout the recruitment process.