1st Line Support Technician

1 st Line IT Support Technician, Hybrid

£23,000 plus benefits including, regular salary increases, funded training, up to 31 days holiday (plus BH), a local government pension scheme, a proven career path and lots more

Bristol, BS14

Keywords: IT Support, 1 st line,  IT Technician, IT Engineer, Service Desk, Helpdesk, SLA, Education, School, Academy, Pupil, Audio Visual, AV, PC, Desktop, Hardware, Software. Hybrid / WFH.

My client is a well-established organisation whose aim is to provide ‘exceptional education at the heart of the community’. Due to expansion, they are looking for a personable, 1 st Line IT Support Technician with a fantastic telephone manner, to join their team on a permanent basis.

As a 1 st Line Support Technician, you will be responsible for providing 1 st Line hardware and software support, incident management, call logging, asset management, general IT administrative and other IT facility services as part of a busy Service Desk within the IT Services Department which supports over 35,000 users at multiple sites across the UK.

It is expected you will work in the office for 2/3 days per week, the rest remotely / WFH. The working hours are 8am – 4pm but you will also perform a late shift of 11.30am – 7.30pm (only once every 3-4 weeks - the late shift is always performed completely remotely).

Further training is provided and there is a proven career path within this organisation along with excellent benefits including extensive funded training, rising holiday (up to 31 days per year plus bank holidays), a local government pension scheme and lots more!

1st  Line IT Support Technician – Duties:

• To provide first line service desk support to customers, assisting them with hardware and software problems via the phone, email or logged tickets, resolving issues within SLA’s.
• To initially provide as much 1 st line support over the phone or at the point of desk that your experience will allow, gathering all relevant information before escalating to a more experienced 1 st line support person or the 2 nd line support team.
• Logging calls with 3 rd party vendors and liaising with suppliers.
• Management of own incident call queue (i.e., call routing, call updating, and call resolution) using call manager system, in line with the set SLA and KPi targets.
• Administration of user accounts, reset passwords, assign permissions and manage group policies using Active Directory.
• Administration of the Cisco Telephony system currently Cisco Call Manager and Zeacom.
• Managing Email Accounts through Exchange Management.
• Supporting users across all sites in the UK and troubleshooting PC’s and laptops using Windows 10 and MS Office 365 and Apple devices.
• Supporting users face to face and over the phone using remote access tools.
• Installing software, configuring PC's and laptops, and basic troubleshooting.
• Patching in users to the network and telephone system.
• Creating and imaging laptops and PCs using WDS (Windows Deployment Services) with the latest company image of technologies such as Windows 10 and Office 365.
• Creating VLAN’s within the group on networking equipment.
• Configuring mobile equipment such as iPads, iPhones using JAMF MDM.
• Basic printer maintenance and troubleshooting hardware such as printers, scanners, laptops and PC’s. 

1 st Line IT Support Technician – Requirements:

• Experience in a similar (1 st Line / Helpdesk / Service Desk) role, or relevant IT qualifications such as an IT Apprenticeship.
• Good working knowledge of Microsoft Windows 10, Microsoft Office 365 and Office Applications. 
• Good understanding of computer hardware and troubleshooting hardware problems.
• Excellent verbal and written communication skills.
• Excellent customer facing skills.
• Excellent telephone manner.

In return, my client offers the chance to play a key role in a national, growing organisation within the education sector. My client is a registered charity and makes a difference to lives across the UK. They offer a supportive working environment, a proven career path and benefits including extensive funded training, rising holiday (up to 31 days per year plus bank holidays), a local government pension scheme and lots more!

Sound interesting and something you would love to be part of? Apply today!