End User Services Technician

6 days ago

Hemel Hempstead, Hertfordshire, United Kingdom NEC Software Solutions Full time
Job Description

Job Title: Technical Support Specialist

Job Summary:

We are seeking a highly skilled Technical Support Specialist to join our team at NEC Software Solutions. As a Technical Support Specialist, you will be responsible for providing technical support and assistance to our employees, ensuring that they have the necessary tools and resources to perform their jobs efficiently.

Key Responsibilities:

  • Technical Support:
    • Respond to and resolve technical issues and requests in a timely and accurate manner.
    • Troubleshoot and resolve hardware and software issues on desktops, laptops, and mobile devices.
    • Install, configure, and maintain operating systems and software applications.
    • Set up and troubleshoot network connectivity issues.
    • Assist with printer and peripheral device setup and troubleshooting.
  • User Assistance:
    • Provide user guidance and training on using software applications and systems.
    • Offer technical assistance to non-technical end-users in a clear and user-friendly manner.
    • Address user questions and concerns, ensuring a positive customer service experience.
  • Hardware Maintenance:
    • Perform hardware upgrades, repairs, and replacements as needed.
  • Software Management:
    • Assist with software installations, updates, and patches.
    • Troubleshoot and resolve software-related issues.
  • Documentation:
    • Maintain accurate records of technical support requests, resolutions, and hardware/software inventory through the use of Ivanti ISM.
    • Create and update user guides, knowledge base articles, and documentation as necessary.
  • Collaboration:
    • Collaborate with wider teams for problem resolution and technology enhancements.

Requirements:

  • Desirable Qualifications:
    • Microsoft Certified: Windows 10
    • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • Work Experience:
    • Demonstrable experience in desktop support or desk-side user support.
    • Working technical knowledge of current protocols, operating systems, and standards.
    • Ability to operate tools, components, and peripheral accessories.
    • Software and Hardware Troubleshooting
    • Windows 10/11 and Microsoft Office (M365)
    • Experience with InTune
    • Eligible for UK Security Clearance
    • Good communication (both verbal and written) skills
    • PowerShell Experience would be advantageous in this role
    • Planning and organisation skills and administration management, including the ability to manage time effectively, set priorities appropriately, schedule calls
    • Able to operate effectively in a team environment with both technical and non-technical team members
    • Able to operate with minimal supervision
    • Able to operate within customer-standard operating procedures

Additional Information:

We pride ourselves in offering an excellent benefits package, including an above-average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

  • Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
  • 25 days paid holiday with the option to buy/sell (FTE)
  • 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
  • A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
  • A selection of flexible benefits to suit your individual needs
  • All colleagues get free access to LinkedIn Learning. Over 15,000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

Equal Opportunities Employer:

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

About Us:

We're NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people, and even test the hearing of newborn babies.

Working with us, you'll be helping our 3,000+ employees push the boundaries of what's possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities, and more. We help them pay financial support faster, speed up treatments for patients, and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We'd love your help. And we'll support you all the way.

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