IT Helpdesk and Field Engineer

Salary: £30,000 – 35,000 per year

Requirements

• A 2nd/3rd line ICT background with service desk experience preferred
• Comfortable supporting partners remotely and on-site
• Solid customer service experience with excellent verbal and written communication skills
• Loves working as part of a team
• Comfortable using CRMs and documentation solutions
• Full UK driving licence

Responsibilities

• Respond to user enquiries and provide technical support through various channels such as phone, email, chat and on-site face-to-face
• Resolve problems by applying known solutions or escalating more complex issues to higher-level support
• Attend partner sites to diagnose and repair services when needed, including ticket escalations, maintenance tasks, and installations/setup of small projects
• Perform routine maintenance on hardware, software, and networks to ensure optimal performance
• Investigate and monitor all related telecoms, ICT, network, workstation, laptop, and application performance issues
• Create and maintain detailed records of user requests and reported issues in a ticketing system
• Install and configure software applications and operating systems
• Prioritise and categorise tickets based on urgency and impact
• Create documentation and knowledge base articles to assist users in resolving common issues
• Ensure all open cases are updated with relevant information and customers are regularly updated
• Provide excellent customer service by communicating effectively and professionally with end-users
• Stay updated on industry trends, new technologies, and best practices through ongoing training and professional development

Technologies

• Hardware
• ICT
• Support
• Network
• Firewall

Benefits

We offer a competitive salary between £30,000 – 35,000 per annum, along with benefits such as an EMI Share Equity Scheme, a day off for your birthday, life milestone days off, and opportunities for professional growth.

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