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1st Line Support Technician

1 month ago

Newcastle upon Tyne, United Kingdom Jackson Hogg Ltd Full time

Are you passionate about IT and customer service? Join our dynamic team as a 1st Line Support Technician and play a pivotal role in supporting users across our clients site. You’ll be the first point of contact for IT support, ensuring smooth operation of hardware, troubleshooting issues, and contributing to key projects like system upgrades and security initiatives.

Key Responsibilities:

* Provide 1st line IT support to on-site and remote users, ensuring timely resolution of issues in line with SLAs.

* Respond to and manage support tickets via the service desk.

* Set up and configure new laptops, hardware, and user Remote Desktop/VDI instances.

* Assist users with password resets and login issues using Active Directory.

* Diagnose and resolve hardware-related IT issues, escalating complex problems to 2nd/3rd line support when necessary.

* Monitor IT systems and manage inventory to ensure seamless operations.

* Support the IT team in out-of-hours maintenance when required.

* Contribute to departmental objectives by performing additional duties as directed by the Head of IT.

Skills and Experience Required:

* Relevant IT qualification (HNC or higher).

* Customer service experience in an IT support role is desirable.

* Strong knowledge of Microsoft products and general IT concepts.

* Excellent verbal communication skills, with the ability to engage both technical and non-technical users.

* Organizational and time-management skills, with the ability to prioritize effectively.

* Problem-solving mindset with the ability to gather data, analyze issues, and propose solutions.

* Self-motivated and capable of working independently or as part of a team in a fast-paced environment