- Provide 1st / 2nd line technical support to clients via phone, email & ticketing system
- Diagnose and troubleshoot software and hardware issues reported by customers.
- Assist customers with basic network and connectivity problems.
- Escalate complicated technical issues to the appropriate internal teams for resolution.
- Ensure timely and accurate recording of customer interactions and issue resolutions in our ticketing system.
- Provide excellent customer service, focusing on client satisfaction and issue resolution.
- Install networking / Desktop equipment at client sites.
- Previous experience in a similar 1st / 2nd line support role.
- Strong technical skills and ability to troubleshoot software and hardware issues.
- Knowledge of operating systems such as, predominately Windows 10 &11 - and Windows Server.
- Knowledge of managing Microsoft 365 environment
- Knowledge of MDM solutions would be advantageous
- Familiarity with network concepts, including TCP/IP, DNS, DHCP, and VPN.
- Good communication skills, both written and verbal, with the ability to explain technical concepts to non technical individuals.
- Outstanding problem-solving skills and the ability to think analytically.
- Ability to work both independently and within a team environment.
- A customer focussed approach with a passion for delivering high-quality support.
- Competitive salary
- Opportunity to develop and grow your technical skills within a supportive team.
- Training and professional development programs to enhance your knowledge.
- Collaborative and inclusive work environment that values employee contributions.
- Employee benefits package, including health insurance and pension scheme.
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1st Line Support Technician
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Junior IT Support Technician
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1st / 2nd Line Support Technician - Aylesford, United Kingdom - Ruby Group
2 weeks ago
Description
We are recruiting a 1st / 2nd Line support Engineer to join an MSP based in Kent. Suitable candidates will be skilled and a motivated individual with a passion for technology and a wish to provide exceptional customer support. The role is predominantly based in the Office near to Maidstone.Responsibilities:
Requirements:
Benefits:
If you would like to join a forward-thinking IT company that values its employees and offers opportunities for growth, then please get in touch.
