1st Line Helpdesk Support Engineer - Winchester - Endeavour Recruitment Solutions

    Endeavour Recruitment Solutions
    Endeavour Recruitment Solutions Winchester

    2 weeks ago

    Endeavour Recruitment Solutions background
    Description

    We are seeking a highly skilled 1st Line Helpdesk Support Engineer to join our team.

    Job Summary

    The successful candidate will be responsible for providing technical support to external customers, assisting them with hardware and software problems via phone, email or onsite. They will work closely with clients to resolve any IT-related faults quickly and efficiently in-line with SLAs.

    Main Responsibilities

    • Provide technical support answering queries either onsite or via phone or email.
    • Maintain high customer service standards adhering to all service management principles and internal procedures.
    • Ensure all support calls are handled effectively within SLA.
    • Closure of incidents and requests within SLA.
    • Taking ownership of user problems and being proactive when dealing with user issues.
    • Logging all calls on the call logging system and maintaining full documentation.
    • Responding to client enquiries and helping resolve hardware or software problems.
    • Supporting users with Computer equipment by providing necessary assistance.
    • Allocating more complex service issues to relevant IT Support member.
    • Aarranging external technical support where problems cannot be resolved in house.
    • Assisting with warranty queries.
    • Setting up and configuring new laptops and desktops.
    • Installing authorised software to laptops and desktops.
    • Troubleshooting desktop and system problems diagnosing and solving hardware/software issues.
    • Providing support for printing.
    • PC performance monitoring diagnosing and resolving technical issues.
    • Additional responsibilities as requested by the IT Helpdesk Manager.

    Requirements

    • Basic experience troubleshooting MS Office 2016/365.
    • Basic knowledge of Network (TCP/DCHP/DNS/VPN/Routers/Switches).

    About the Role

    This is an excellent full-time career opportunity for a motivated and experienced individual who is passionate about delivering exceptional technical support.

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