First Line Support Technician

6 days ago

Poole, United Kingdom Additional Resources Ltd Full time

**First Line Support Technician**

**Location: Poole, Dorset**

**Salary: up to £22k + Bonus + Pension + Discount Shopping Scheme + Free Car Parking + 25 Days Holidays**

**The company**:
Our client are a leading provider of IT solutions, providing services to SME’s to sizeable PLC’s, local business to international firms. They have been in business for over 25 years with multiple offices providing solutions based on leading technologies.

They have delivered hundreds of solutions across numerous disciplines and sectors, and they have a proven track record of providing full life-cycle projects from concept through to implementation.

**The Role**:
**Responsibilities**:

- You will be primarily responsible for incident logging, agreeing priorities
- Setting realistic expectations of resolution with customers,
- Assigning, and managing the technician’s queues, updating the end users,
- Dealing with simple 1st line issues and maintaining support contracts.
- After training you may be expected to assist with the resolution of basic support issues.

Appropriate product training, orientation and mentoring is provided in a combination of structured training, self-paced learning and vocational coaching.

**Working hours**:

- Will be within core hours 7am to 7pm.
- Shift rotation for the department will be in place to cover these hours (shifts would be rota’s to be 7am to 3.30pm, 8am to 4.30pm, 9am to 5.30pm and 10.30am to 7pm)

**About You**:
**Essential skills**:

- A professional and confident manner
- Understanding of Active Directory/Group Policies
- Understanding of anti-virus products and technologies
- Working knowledge of PC hardware, networking principles and Microsoft Server Operating systems.
- A good working knowledge of Microsoft 365 Products and Admin Console
- Good interpersonal skills and communicator
- Customer service oriented
- Ability to think laterally under pressure with attention to detail

**Advantageous skills**:

- Working knowledge of Citrix /Microsoft RDS / SQL/ Solarwinds Nable
- Working knowledge of backup technologies
- Strong working knowledge of Citrix /Microsoft RDS/ Microsoft Windows Server operating systems
- Scripting (Powershell etc)
- Veeam knowledge
- Azure/Intune/MDM Experience
- SAP B1 knowledge

**Qualifications and Certifications**:

- Minimum GCSE or equivalent Maths and English - grade C or above
- **Additional Resources are an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003. **_

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