1st Line IT Support
- Cheltenham
- Full time, Permanent
- Salary based on experience (Negotiable)
This is an exciting opportunity to join a growing business where you will be responsible for providing timely and efficient technical support to users on site and via Microsoft Teams and email. As first point of contact for users you will play a crucial role in maintaining high levels of customer service, taking ownership of problems around both IT equipment and systems, and resolving these in a proactive and timely manner.
Main Responsibilities:
- Provide first line technical support to users by phone, email, or in person.
- Troubleshoot and resolve IT issues related to hardware, software, network connectivity, security, and user accounts.
- Create, modify, and delete user accounts in various systems and applications.
- Install and configure software and hardware for users.
- Monitor and maintain IT equipment and systems.
- Escalate more complex issues to higher-level IT support teams or vendors.
- Document and track IT incidents and service requests.
- Actively monitor for any malware related threats and assist in maintaining a healthy Cyber hygiene environment.
- Provide training and guidance to users on basic IT functions and best practices.
- Contribute to the overall success of the IT Department by working together to improve existing processes.
What you will need:
- Previous experience of providing technical support to end users in a professional environment.
- A sound working knowledge of Windows and/or Mac operating systems including both desktop and server environments, as well as common business applications.
- Knowledge and experience of remote support tools including remote desktop, or similar software.
- The ability to remotely diagnose IT problems and resolve through talking the user through the problem or using remote desktop tools to resolve.
- A good understanding of IT hardware and software, including operating stems, networking, security, and basic troubleshooting.
- Some experience with SQL programming languages or other coding languages is preferred, or a strong willingness to learn and develop these skills.
- Relevant IT certifications, such as a completed IT apprenticeship, CompTIA A+, are desirable.
If you believe you are suitable for this position, please apply now!
