IT Technician - 1st Line Support

Our established client based in Kettering is recruiting an IT Technician - 1st Line Support on a permanent basis. The 1st line support team is responsible for supporting and maintaining end users IT systems, hardware, software and accounts. The team is responsible for resolving any IT related incidents / service requests quickly and efficiently in-line with SLAs, which includes a broad range of queries. The role would suit a candidate who is keen to progress their career and who is confident to challenge the existing IT infrastructure to increase efficiencies. Key Accountabilities Support franchisees/employees in all IT related incidents/service requests via telephone, email, remote desktop or in person. Be the first and last point of contact for all IT related incidents/service requests Log all incidents/service requests within the company's ticketing system Own 1st line incidents/service requests, or escalate to 2nd / 3rd line support where necessary Work to resolve all known and documented issues Work to SLA thresholds for all incidents/service requests Promote/educate the correct use of software and hardware supplied through the IT department Perform tasks relating to end users including, but not limited to; Tracking and auditing of equipment, Security access, User account maintenance, Hardware/software configuration, support or troubleshooting Assisting the IT Coordinator and/or IT Team Lead in projects relating to the department To follow the guidelines of all departmental standard operating procedures, work instructions and policies Very limited travel around the country may be required to support company initiatives Undertaking any other duties that may be required to ensure the smooth running of the business/function The successful candidate will:- Have excellent interpersonal skills, good telephone manner, calm approach Possesses excellent communication skills, both written and oral Be able to prioritise work, cope with competing deadlines and use initiative in a variety of situations Understand the need for confidentiality, tact and discretion, combined with a calm personality and sound judgement Have an organised and methodical approach to administrative duties. Be accurate and pay attention to detail Have the ability to work on their own initiative Behave in a professional manner at all times. We are looking for someone who: Has obtained 'A' level educational in addition to strong GCSE in Maths and English Will hold an IT qualification or have 1 year minimum previous experience within an IT help desk/support function Demonstrates incident and problem management skills Has a professional support competence in relation to Windows 10 and Microsoft Office packages Demonstrates an excellent telephone manner Has an analytical approach to problem solving Shows good organisational, time management and prioritisation skills Has a strong ability to multitask and progress several issues/projects within a busy environment Is familiar with Android/IOS operating systems Has a basic understanding of PC hardware set-up and configuration Has knowledge of ITIL framework and/or certified Understands the principals of network troubleshooting, TCP/IP and general WAN/LAN troubleshooting Ideally (although not essential) will have has a working knowledge of Active Directory administration. This is great opportunity to join a global brand, and offers the right candidate excellent opportunities to progress, so if you feel this could be you, email your CV now for immediate consideration. KETTERINGJOBS PERM This job was originally posted as www.totaljobs.com/job/94297995

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