1st / 2nd Line IT Support - Wirral, United Kingdom - Rec2go

Description

Overview:

You'll work closely with IT, business team members and customers.

When IT support calls come through, you'll know how to prioritise them and if necessary escalate to other members of the team.

A natural problem solver with the ability to identify areas for improvement.

You will need to be quick to build rapport with all users outside of IT with your customer-centric approach and ability to keep end-users updated and informed.

We are looking fora solid technical understanding and knowledge of API's.

You could be working on a networking issue and then jumping on to help a customer with an API issue or a quoting issue, so multitasking is a required skill.

Responsibilities include:

• Resolution of support tickets for the service desk
• Ensuring support tickets are logged correctly and dealt with efficiently
• Ability to follow the support desk procedures
• Maintaining service level agreements internal and external customers
• Escalating issues to the relevant team member or department for development
• Feedback to internal and external on support resolutions
• Being proactive towards support and handling customers
• Contact 3rd parties to resolve issues
• Assisting users with support for our bespoke platform or general office 36
• Assist and add value to IT Projects
• Dealing with internal IT support for infrastructure requirements
• Setting up laptops and desktops as required
• Provide support to the business on more complex issues/requests
• Cover 2nd support as required
• Documentation of IT Network & Infrastructure
• Azure environment management
• Knowledge of API's/3rd party Plugins/Integrations
• Backup & Restore procedures

About You:

• A very keen interest in IT
• Interpersonal skills
• Knowledge of API technologies
• Understanding of Plugins
• Experience with SQL Server at any level
• Experience with Windows Server/SQL/IIS
• Understanding of VoIP
• Excellent written and oral communication skills
• Service delivery and proactive contribution
• Performance and Responsibilities
• Azure experience would be preferred