IT Technical Support Specialist

2 months ago

Brighton, Brighton and Hove, United Kingdom Focus Group Full time
Job Title: Onsite IT Technical Support Engineer

We are seeking an experienced IT Technical Support Engineer to join our team at Focus Group. As an onsite IT Technical Support Engineer, you will be responsible for providing 1st and 2nd line support to our clients in Brighton.

Key Responsibilities:
  • Manage the queue of support tickets for specified clients, including escalation to another team
  • Directly manage and resolve tickets assigned to yourself and ensure system is organized and up to date
  • Diagnose, log, action, and follow through to resolution all faults and requests, including escalations while keeping the customer informed of progress
  • Provide desk-side, telephone, and remote support to the end users of the assigned key client
  • Update your line manager on any outstanding faults or that have breached their SLT, in a timely manner
  • Adhere and contribute to the company's quality system and processes, and their maintenance
  • Actively contribute to and promote the use of best practice and continual service improvement within the team
  • Own the success of the service provision to your key client
  • Support on the deployment of projects for your key client
  • Undertake daily checks for your assigned key client, including backup and security checks
  • Deployment of new equipment at the customer site, including desktops, laptops, and peripherals
Requirements:
  • Previous experience within an IT Support role
  • Experience with Windows Desktop (7, 8, 10, 11)
  • Experience with troubleshooting Outlook
  • Working knowledge of Active Directory, Exchange, Office 365, Group Policy, DNS, Network domains, backup solutions, virtualization, firewalls, and routers
  • Experience with troubleshooting printers
  • Troubleshooting general PC issues
  • Excellent telephone manner and ability to diagnose faults over the phone
  • Strong customer service skills
  • Organized and able to work autonomously or as part of a bigger team
  • Full UK driving license to be able to travel between the customer sites
Benefits:

At Focus Group, we offer a collaborative and rewarding environment where you can thrive and make a real difference to the future of our business. We're proud to have been named one of the UK's best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.

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