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Due to continued expansion, my Engineering client has a job vacancy for an IT Support Technician to work within a busy IT support environment to assist in resolving issues for their 150 users across 3 sites.
Job Summary
• Take responsibility for the resolution of incidents ensuring 1st line resolution is achieved, within agreed SLAs.
• Maintain an effective working knowledge of incident resolution across all areas of IT Support in order to maximise customer service and first point of contact call resolution.
• Ensure that incidents and requests are properly logged, assigned, tracked and responded to in a timely manner and according to agreed standards and procedures. Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays.
• Ensure accurate and timely updates are recorded and maintained in the IT Service Management System.
• Promptly allocate incidents and requests as appropriate.
• Appropriate escalation of incidents and requests to the IT Support Team Leader in line with processes.
• Follow processes to ensure that a high quality of service is provided for both internal and external customers
Personal Qualities
Good personal and communication skills with the ability to establish relationships.
You should be able to liaise with individuals both internally and externally, at all levels.
The ability to work as part of a team and on their own initiative.
Ability to work accurately with attention to detail.
The ability to explain technical issues in everyday language.
Good organisational skills and the ability to prioritise effectively.
Motivated and enthusiastic.
Commitment to ongoing development.
Excellent problem-solving and decision-making skills with the ability to think creatively and laterally
Technical Qualities
Working knowledge of email infrastructure is primarily Exchange and/or Office 365.
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