First Line IT Support – High Wycombe
5G Communications is a well-known supplier of B2B telecommunications technology in the UK. They are seeking a First Line IT Support professional to provide seamless IT support for both internal and external clients, resolving issues via a ticket-based system.
Responsibilities
- Remote IT Telephone Support for customers
- Remote assistance to end users covering hardware, operating system, file and print, personal productivity suites, email, Internet, Intranet access
- Provide remote support using any industry accepted remote support software
- Interface and collaborate with other 3rd party vendors to ensure seamless integration and support services
- Adherence to a call logging process
- Password resets/mail routing/new accounts etc
- Logging customer queries and meeting SLA’s
- Updating existing tickets with SLA time
- Remote IT Maintenance for customers
- Ensuring that the operating system and personal productivity applications are up to date with the latest service packs, patches and drivers
- Ensuring that the operating system and personal productivity applications are configured for optimal performance using industry best practice
- Scheduled Server maintenance
- Onsite IT Support for customer
- Installation, configuration, move and/or upgrades to all designated EUC devices, both software and hardware, including peripherals and their associated drivers
- Onsite Project installation work
- Escalate when needed to in accordance with SLA
Skills
- Minimum of 1 years in a Desktop Support environment
- Proficient with Windows Desktop Operating Systems essential (Windows 7/ 8/ 10) / MAC
- Basic Experience with Windows Server Operating Systems
- Proficient with Microsoft Office Applications essential (2016 / 2019 / Office 365)
- Basic Networking knowledge ex (DHCP, DNS)
- Basic Experience with various Internet Connectivity Mediums essential, ex ADSL, Fibre
- Basic Experience with Enterprise Antivirus packages
- Basic Experience Backup management
- Remote IT Telephone Support for customers
- Remote assistance to end users covering hardware, operating system, file and print, personal productivity suites, email, Internet, Intranet access
- Provide remote support using any industry accepted remote support software
- Interface and collaborate with other 3rd party vendors to ensure seamless integration and support services
- Adherence to a call logging process
- Password resets/mail routing/new accounts etc
- Logging customer queries and meeting SLA's
- Updating existing tickets with SLA time
- Remote IT Maintenance for customers
- Ensuring that the operating system and personal productivity applications are up to date with the latest service packs, patches and drivers
- Ensuring that the operating system and personal productivity applications are configured for optimal performance using industry best practice
- Scheduled Server maintenance
- Onsite IT Support for customer
- Installation, configuration, move and/or upgrades to all designated EUC devices, both software and hardware, including peripherals and their associated drivers
- Onsite Project installation work
- Escalate when needed to in accordance with SLA
- A Levels
- Have previous IT remote telephone support experience
- Fluency in English is mandatory
- Good personality
- Willingness to learn
- A+, N+ or Microsoft MCSA /MCSE optional
Benefits
- Training and development plans.
- Staff bonuses and holiday incentives
Company Overview