Technical Support Specialist

3 weeks ago

Edinburgh, Edinburgh, United Kingdom Consider IT Full time
Job Overview

Company Introduction:

Consider IT is a progressive and rapidly expanding IT support firm committed to delivering exceptional technical assistance and IT solutions to organizations of all sizes. Our goal is to ensure that our clients' IT systems operate seamlessly, allowing them to concentrate on their primary business functions. We are in search of a dedicated and client-oriented 1st Line IT Support Specialist to become a part of our team and help uphold our high service standards.

Position Summary:

As a 1st Line IT Support Specialist, you will serve as the initial point of contact for our clients facing technical challenges. Your role will involve providing prompt and effective support, diagnosing, and resolving IT-related issues. This position necessitates excellent communication abilities, technical expertise, and a commitment to delivering outstanding customer service.

Primary Responsibilities:

  • Address customer inquiries through various channels including phone, email, and ticketing systems.
  • Identify and resolve technical problems related to hardware, software, and network connectivity.
  • Offer assistance and solutions for common IT issues, such as password resets, software installations, and printer malfunctions.
  • Refer complex problems to 2nd or 3rd line support when required.
  • Maintain precise records of all client interactions and technical issues within the ticketing system.
  • Support the setup and configuration of new workstations, peripherals, and software applications.
  • Stay informed about the latest industry trends and technologies to provide effective assistance.

Qualifications:

  • Prior experience in a 1st line IT support role or a comparable position.
  • Solid understanding of Windows and Mac operating systems.
  • Basic knowledge of networking concepts and troubleshooting techniques.
  • Strong analytical skills and attention to detail.
  • Excellent verbal and written communication skills.
  • Ability to work autonomously as well as collaboratively within a team.
  • A customer-centric mindset with a friendly and professional demeanor.
  • Relevant IT certifications are advantageous.
  • Proficiency in the Microsoft ecosystem, including desktop and server environments, along with Microsoft 365 and Azure platforms. Comfortable assisting end-users in these environments and experienced in basic network troubleshooting.

Perks:

  • Competitive salary along with performance-based incentives.
  • Comprehensive training and development programs.
  • Flexible working arrangements.
  • Additional holiday allowance.
  • Enhanced pension contributions.
  • A supportive and friendly workplace culture.
  • Opportunities for career growth within the organization.
  • Private healthcare options.
  • Life insurance coverage.
  • Cycle to work scheme.
  • Company-sponsored social activities.

Work Environment:

This position is primarily office-based due to the nature of the work, which often involves direct interaction with hardware and clients. Being present in the office facilitates hands-on support and efficient resolution of technical issues that require physical intervention. However, we recognize the importance of flexibility and offer the option to occasionally work remotely when the job permits. This approach ensures a balanced work environment that accommodates both professional and personal needs.

Working Hours:

Our standard working hours are Monday to Friday, from 9:00 AM to 5:00 PM, totaling 35 hours per week. While we primarily operate within these hours to meet client needs, there may be instances where out-of-hours work is necessary to fulfill specific client requirements or project deadlines. We are dedicated to providing the highest level of service and support, even beyond regular working hours when needed.

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