Support Technician (On-Site)

To deliver support services to internal and external customer base within agreed metrics and to ensure that work is prioritised and completed in accordance with business expectations.

  • Salary:
  • Location: London
  • Duration:
  • Date Posted: 10.04.2018

Role:

  • To deliver support services to internal and external customer base within agreed metrics and to ensure that work is prioritised and completed in accordance with business expectations

Principal Tasks:

  • Front line call resolution for all IT related issues on customer sites.
  • Responsible for desktop, laptop and application support, and basic server and back office support.
  • Responsible for Regular and routine Server Administration where required and agreed
  • Support and administration of networking switches, firewalls and Routers as and when required or directed
  • Control and prioritisation of workload, ensuring that problems and service requests are managed through to resolution within agreed service levels.
  • Ensure all support calls within the call logging system follow defined processes and procedures
  • Identifying recurring problems / call types and employing problem management processes to resolve
  • Deliver outstanding customer service, perception and satisfaction to all IT users and customers
  • Maximise the First Call Resolution performance rate
  • Support and administration of a Windows Active Directory and Exchange environments.
  • Support of all MAC OS environments and end user devices
  • Maintain system backups, and recovery of data, regular practise of DR processes.
  • Ensuring compliance processes are followed, and reported against.
  • Responsibility and maintenance of all IT Asset Inventories and IT storage facilities
  • Maintenance of an operationally robust and secure infrastructure

Skills, Knowledge and Experience:

Essential:

  • Extensive hands-on experience specifying/configuring/troubleshooting user and customer issues in a changing MAC, Windows Desktop and Server environment.
  • Extensive experience of installing, supporting and administrating Windows XP/7/8, Active Directory 2008-16 and Exchange 2010-16
  • Ability to provide “hands on” 1st, and 2nd level support for general IT operational requirements problems, and issues for end users and customers face to face and remotely
  • Sound Networking knowledge of TCP/IP.
  • Experience of providing remote support for users and systems, including resolution of technical issues on the phone.
  • Ability to communicate complex technical concepts to non-technical audiences.
  • Good experience of Apple, Android, and Windows end user products
  • Working knowledge of Backup Software and common backup procedures.
  • Ability to support and maintain changes to Anti-Virus, and Malware software.
  • Working knowledge of network infrastructure.
  • Ability to handle high workloads and high pressure working environments
  • Great MS Office 2003-13 skills

Desirable:

  • Experience of FireWall, and client VPN Software
  • VMWare knowledge and operational experience
  • Hands-on hardware experience of HP, Server Network, UPS and Firewall hardware.
  • Knowledge of Financial applications would be advantageous.
  • Any previous experience of working in an expanding business environment, particularly with integration of business process and systems.
  • Project team experience.

Personal Qualities:

  • Excellent Team player able to contribute ideas and support fellow team members in ensuring a successful team linking the office based support teams with the customers on site.
  • Ability and experience of working on a customer site, interacting directly with the customer, liasing with all levels of end users from junior to Director level
  • Ability to self-manage, self-motivate and prioritise work accordingly, setting expectations with the on site client at all times.
  • Excellent Experience of on-site customer facing desktop and server support, whilst maintaining and reporting back to our client\’s HQ, and team accordingly as an extension of our client\’s service delivery team
  • Excellent customer service and communication skills, both written and verbal – displays commitment to resolving problems as quickly as possible.
  • Demonstrates and exhibits an excellent positive and “can-do” attitude
  • Exhibits the our client\’s core culture of responsibility ownership, accountability and professionalism
  • Good attention to detail and analytical skills.
  • Problem solver, and good escalation skills
  • Strong planning and organisational skills.
  • Flexible working approach.
  • An inquisitive nature and a desire to learn.
  • Able to manage expectations, and communicate accordingly to all parties,
  • Able to determine problem trends and instigate appropriate actions.
  • Willing to listen to constructive criticism and change own actions to improve performance.

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