We have a new opportunity in our Internal ICT department. The successful candidate will work in team of 3 Helpdesk agents, supporting the Internal IT Infrastructure, Business Applications, IT Services and Resolve User IT Issues. Supported by 2nd and 3rd line System Administrators.
Providing support primarily remotely, for end users and engineers - typically software/system/networking support via remote tools, with basic hardware knowledge to diagnose infrastructure issues; diagnosing & solving customer problems over the phone, via web collaboration.
Responding to a service request using remote diagnosis, documentation and/or knowledge databases within agreed timeframes. Will perform suitable information gathering, analytical troubleshooting and problem research. Qualification of hardware cases involves diagnosis and recommendation of parts to fix the issues, including replacement of whole units. In all cases where a problem gets too complex, responsible for timely elevation and/or escalation, to fix and/or review systems and escalation to/collaboration with next line of support. Project work will also be a key part of the role, getting involved in testing and migration work to new systems for our end users.
This is an excellent opportunity for someone with a basic understanding of ICT and wanting to start their career with an experienced team of technicians. Training will be undertaken on the job; the successful candidate must demonstrate a willingness to learn and would preferably be qualified in an IT discipline.