IT Support Specialist
2 months ago
We are seeking a highly skilled and motivated 1st Line IT Engineer to join our Service Desk Team at Everything Tech Group. As a key member of our team, you will be responsible for providing remote IT support to all end users, resolving hardware and software issues, and delivering exceptional customer service.
Key Responsibilities:- Provide proactive IT support to all end users, ensuring a high level of customer satisfaction.
- Quickly escalate tickets outside of your skill set to the next line of technical support, ensuring the customer is informed and the escalation technician accepts accountability.
- Document all support requests and incidents effectively, with regular client communication via phone, email, and web chat.
- Meet the helpdesk KPIs and service level agreements, striving to achieve first-time resolution.
- Undertake maintenance tasks for monitored systems, preparing customer hardware or software ready for project delivery.
- Take on ad-hoc project work, proactively seeking feedback on ticket closures to improve customer satisfaction.
- 1 year experience of providing Service Desk IT support.
- Interest and experience in general IT services.
- Understanding of PCs, servers, email, telephony, backup, firewalls, switching, and routers.
- Experience with Windows, Microsoft Office, Microsoft Teams, and Microsoft 365.
- Knowledge of networking technologies, including TCP/IP, LAN, WAN, VLAN.
- Positive attitude and thinker, with excellent communication and people skills.
- Hard worker, self-motivated, with the ability to work under pressure.
- Eager to continually develop technical and customer service skills.
- A dynamic and supportive work environment.
- Opportunities for professional growth and development.
- A competitive salary and benefits package.
- A chance to work with a diverse and inclusive team.
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