1st / 2nd support engineer – Farnborough
Focus IT are pleased to assist this leading technical support company who are recognised for their high service levels and products they offer.
Due to industry growth, we now have a requirement for self-driven and highly motivated person to come in and build on their expertise in the IT support industry and complement the existing team
Diagnose and resolve software and hardware incidents. This includes support on operating systems (Windows and iOS); a range of software applications; company phones; and ancillary devices such as printers, copiers and scanners.
Resolve a wide variety of ICT related incidents, taking ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support team members or to external support where necessary.
Provide support on cyber and physical security requirements of the business.
Accurately record, update and document requests using the IT service desk system.
Install and configure new ICT equipment and upgrade different types of software and hardware.
Maintain a first-class level of customer service, ensuring that all customers are treated courteously and in a way which allows their issues to be resolved efficiently.
Create, maintain and publish ICT support documentation in order to enable users to become more self-sufficient in the speedy resolution of their own issues.
Maintain up to date knowledge of relevant ICT developments, which will require participation in internal and external training.
Ensure that the letter and spirit of data protection legislation is followed at all times.
The ideal candidate for this position will have at least 2 years+ experience within the IT support sector.
This is an excellent opportunity for an inside account executive to progress within this dynamic and rewarding organisation
In return, my client is offering a great career path with a competitive salary and great company benefits
Key skills are as follows:
Excellent IT skills and computer literacy.
Working knowledge of Microsoft Windows, iOS systems and Microsoft Office.
Strong understanding of Customer Service best practice; able to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
Excellent practical troubleshooting and problem analysis techniques.
Able to work on own initiative and as part of a team and to plan and prioritise workload without supervision.
Strong performer under pressure; flexible and able to manage changing priorities.
Desirable skill sets
IT qualifications such as BTEC (Edexcel); National Certificate and Diploma IT Practitioners; City & Guilds (E-Quals); IT Practitioners Certificate and Advanced Diploma; OCR (iPRO) Certificate for IT Practitioners; or equivalent qualifications.
o VM Ware
o VM Horizon View
o VEEAM o Manage Engine
o MS Server
o Exchange 2016
Because of the travel requirements of the role, a full driving licence is desirable
The Location: Farnborough
The role is based in Farnborough which is commutable from Guildford, Woking, Farnham, Basingstoke, Crawley, Bracknell, Reading, Maidenhead, Winchester, Southampton and areas of Hampshire
For more information, please forward your CV to Jamie@focus-it-uk.com or alternatively call 0844 8759375.
The salary: Competitive salary depending on experience