IT Support Specialist

24 hours ago

London, Greater London, United Kingdom Logicle IT Full time

Job Title: IT Support Specialist

Company: Logicle IT

We are seeking an experienced IT Support Specialist to join our team. As an IT Support Specialist, you will be responsible for providing technical support to our clients, handling incoming tickets via email and telephone, and ensuring all issues and resolutions are logged.

Main Responsibilities:

  • Provide first point of contact for customers through our helpdesk, via phone, email, or ticket
  • Log all issues and resolutions in the ticket system
  • Provide clients with a friendly, quick, and helpful experience
  • Provide basic remote troubleshooting
  • Manage endpoint devices through our RMM tool
  • Assist in documenting procedures and knowledge base articles
  • Review regularly scheduled/automated actions as indicated by our processes
  • Install, configure, and troubleshoot hardware, software, network equipment, printers, and phones
  • Ability to travel to client sites on an ad hoc basis
  • Follow the schedule provided by the Helpdesk Manager and Directors
  • Follow Standard Operating Procedures (SOPs) for daily/weekly/monthly recurring tasks
  • Follow all our Security Procedures and keep a vigilant eye for security issues
  • Identify opportunities for improvement and make constructive suggestions for change
  • Contribute to the process of innovative change effectively

Requirements:

  • Maintain a high level of customer service when communicating with clients
  • Communicate to the client the status of their ticket every step of the way
  • Strong communication skills, both written and orally
  • Ability to work on support issues independently and escalate when necessary
  • See tasks or issues through to resolution

Technical Skills:

  • Good understanding of computer hardware and operating systems, both PC and Mac
  • Basic knowledge of networking and routing protocols
  • Experience in basic administration of Windows Servers, Active Directory, and Filesystems
  • Good knowledge of Office/Microsoft 365 and other email platforms
  • Must be able to type quickly and accurately while talking on the phone

Personal Skills:

  • At least 2-3 years' experience in a similar role
  • A desire to deliver an amazing client experience
  • Friendly and approachable
  • Able to work independently and as part of a team
  • Time and priority management
  • Security and risk conscious
  • Positive attitude to all issues and willingness to help
  • A love of (and ability to) solve problems and challenges

Nice to Have:

  • Experience using a ticketing system/RMM tool and PSA software
  • Experience providing support via remote tools
  • Experience handling technical service tickets
  • Experience and knowledge of working with the Microsoft 365 Platform
  • Experience working either on a helpdesk or for a managed service provider (MSP)/IT support business
  • Experience with planned updates and software installs
  • Experience of working with architectural or design software is a bonus

Contract:

Full-Time 37.5 hours a week

Monday to Friday 0830-1700/0930-1800

3-month probation

Location:

London SE1 + Hybrid

Salary:

24,000 to 30,000

Benefits:

33 days holiday inclusive of 8 normal bank holidays

Overtime at time and a half of normal basic hourly rate

If eligible, automatic enrolment into Pension Scheme

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