IT First Line Support Technician
West Bromwich
Permanent | Mon – Fri
£22,000 – £24,000 per annum
Our client based in the West Bromwich area is seeking an IT Support Technician to join them on a permanent basis working on their IT Service Desk providing effective, efficient, and friendly problem-solving service to clients. Working on the IT Service Desk the successful candidate will be responsible for logging of service requests for IT problems and providing guidance, support, and solutions over the phone; Where a resolution cannot be reached due to the complex nature of the issue then the postholder will need to escalate the problem in a timely manner, keeping the customer updated throughout the process.
What’s In it for you?
- Training opportunities
- 20 days holiday + Bank Holidays
- Working hours: 9 am to 5 pm – with occasional work outside of these hours
- Flexible working after the probationary period completed
- Pension Scheme
What will you be doing?
- Provide a helpful professional IT support service to customers
- Perform predefined daily/weekly/monthly maintenance checks and tasks
- Log all service requests against the customer account in the ticketing system
- Progress to resolution or escalation of all outstanding service requests
- Perform required analysis and research to successfully resolve service requests
- Keep the customer always informed about the status or progress of their request
- Check and respond to alerts reported by the Monitoring System
- Maintain network documentation for customer networks in the Knowledge Base Systems
- Liaise with external technology vendors as required to resolve service requests
- Help develop and document standard operating procedures
- Develop plans or task lists for onboarding new clients and IT projects
- Be willing to learn and research new technologies
- Attend client’s sites as and when required
- Perform other duties as required to support the business
What we’re looking for:
- Proven experience in a similar role
- Great communication skills, written and verbal
- Ideally a car and a valid license
- Excellent organisational skills
