Desktop Support Technician
5 days ago
About the Job:
We are seeking a highly skilled IT Helpdesk Engineer to join our IT support team at Clwyd Recruitment Solutions. The ideal candidate will be responsible for providing advanced technical support to end-users, ensuring the efficient resolution of IT issues, and maintaining the integrity and functionality of our IT infrastructure.
Key Responsibilities:
- Provide expert-level support to users via phone, email, and in-person for a wide range of technical issues, including hardware, software, networking, and peripheral devices.
- Diagnose and resolve complex technical problems, escalating to higher-level support teams when required. Ensure all incidents are properly documented and tracked in the ticketing system.
- Assist in the configuration, installation, and maintenance of software and hardware, ensuring the smooth running of systems across the organization.
- Assist with the monitoring and troubleshooting of network issues, ensuring network security, and configuring firewalls, routers, and switches as needed.
- Manage user accounts, permissions, and access rights for various systems and applications, including Active Directory and Office 365.
- Create and update internal documentation, user guides, and knowledge base articles to assist with troubleshooting and improve the efficiency of the support team.
- Provide training and guidance to users on IT best practices, new systems, software, and tools.
- Work closely with other members of the IT department to implement IT projects and support long-term IT strategy.
Requirements:
- Proven experience in an IT helpdesk or technical support role, with a solid understanding of IT systems, networks, and hardware.
- Proficiency in supporting a variety of operating systems (e.g., Windows, macOS, Linux) and common business applications (e.g., Microsoft Office Suite, Microsoft Teams, cloud-based applications).
- Hands-on experience with diagnosing and troubleshooting technical issues related to desktops, laptops, mobile devices, and networking equipment.
- Strong knowledge of networking principles (e.g., TCP/IP, DNS, DHCP, VPN, etc.) and network troubleshooting.
- Familiarity with IT management tools, remote desktop software, and ticketing systems (e.g., ServiceNow, Jira, Freshdesk).
- Strong communication skills, with the ability to explain technical issues to non-technical users in a clear and concise manner.
- Ability to work well under pressure, manage multiple priorities, and meet deadlines.
- A customer-focused attitude, with excellent problem-solving skills and attention to detail.
Benefits:
The successful candidate will receive a salary of £35,000 per year, plus benefits including on-site parking.
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