Technical Support Specialist

4 weeks ago

London, Greater London, United Kingdom JAM IT Consultancy Ltd Full time

IT Help Desk Technician Position

We are seeking a skilled IT Help Desk Technician to join our team at JAM IT Consultancy Ltd. The successful candidate will be responsible for providing technical assistance to employees and customers via various communication channels.

Key Responsibilities
  • Provide first-level technical support for IT-related issues
  • Create and manage user accounts
  • Perform IT onboarding for new employees
  • Conduct remote troubleshooting and diagnostic techniques
  • Determine the best solution for technical issues
  • Communicate effectively with customers to resolve problems
  • Escalate unresolved issues to higher-level support personnel
  • Provide accurate information on IT products and services
  • Record events and problems in the helpdesk ticketing system
  • Follow up with customers to ensure issues are resolved
  • Pass on customer feedback to internal teams
  • Identify and suggest improvements to procedures
  • Develop and maintain training manuals for software and hardware
  • Diagnose system errors and other technical issues
  • Perform IMAC tasks for hardware and software products
  • Resolve technical problems with LAN, WAN, and other systems
Requirements
  • Proven experience as a help desk technician or customer support role
  • 5+ years of experience in a help desk environment
  • Technical expertise in office automation products, databases, and remote control
  • Good understanding of computer systems, mobile devices, and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English/French
  • Excellent communication and writing skills
  • Customer-oriented and calm under pressure
  • BSc/BA in IT, Computer Science, or relevant field
  • Able to lift up to 45lbs
  • Available for after-hours support 24/7
Technical Requirements
  • Microsoft Windows Active Directory
  • Citrix XenDesktop VDI
  • Microsoft Exchange
  • Microsoft Teams
  • Microsoft Office
  • Adobe Acrobat
  • Various in-house developed web applications
  • DUO/RSA and other 2FA programs
  • Understanding of basic network/internet protocols
  • Knowledge of IOS and Android mobile devices

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