ICT Support Specialist

2 days ago

Birmingham, Birmingham, United Kingdom Franklin Fitch Full time
Job Title: ICT Service Desk Engineer

Job Type: Full-time

Location: Hybrid – Birmingham

About the Role

We are seeking a skilled ICT Service Desk Engineer to join our team at Franklin Fitch. As a key member of our IT department, you will be responsible for providing technical support to our customers, resolving issues efficiently, and ensuring excellent customer service.

Your role will involve working with a team of engineers to provide remote and telephone support to our customers, troubleshooting desktop user issues, and providing technical support. You will also be responsible for supporting the Service Administrator in taking telephone calls and logging support tickets, ensuring that Service Level Agreements are always met.

This is an exciting opportunity to develop your technical skills and grow within a dynamic and successful IT company. If you are a motivated and customer-focused individual with a passion for IT, we encourage you to apply.

Key Responsibilities
  • Provide technical support to customers via remote and telephone channels.
  • Troubleshoot desktop user issues and provide technical support.
  • Support the Service Administrator in taking telephone calls and logging support tickets.
  • Ensure that Service Level Agreements are always met.
  • Develop and maintain technical skills to provide excellent customer service.
Requirements
  • Microsoft Windows, 7, 10, 11 – Installation & Troubleshooting skills.
  • Microsoft Office - all recent versions including 365.
  • Microsoft Windows Server 2008, 2012, 2016, 2019 (AD, DHCP DNS etc) – Training will be provided.
  • Microsoft Exchange Server 2007, 2010, 2013 and 2016 – An advantage but training will be provided.
  • Basic Networking (TCP/IP) – Troubleshooting network & Internet issues, but training will be provided.
  • Some knowledge of ADSL / Routers / Switches – Training will be provided.
  • Basic Firewall knowledge – Ideally SonicWALL however product training will be provided.
  • Basic Knowledge of Desktop and Server hardware troubleshooting.
  • Exposure to Antivirus Software, AVG, SOPHOS & Bitdefender.
  • Exposure to Backup Software – Backup Exec, Veeam.
  • Any Kaseya, VMware, Hyper V experience a bonus.
What We Offer
  • 31 days' holiday, including bank holidays.
  • Training and development opportunities.
  • Access to our Bupa Employee Assistance Programme – 24/7 health, financial and wellbeing support.
  • Yulife wellbeing app with 24/7 access to a virtual GP service.
  • Tailored benefits platform – includes discounts on retail, gym and leisure.
  • Cycle to work scheme.
  • Salary Sacrifice Electric Car Scheme.
  • Long service awards.
  • Paid volunteer leave.
  • Brand new Birmingham city centre office location – including free access to gym, shower facilities, secure lockers for bikes and onsite café.

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