SALARY RANGE: £26,500 to £30,000 depending on experience

HOURS OF WORK: 40 hours per week

LEAVE ENTITLEMENT: 20 days per year, plus bank holidays

Location: Hybrid role based between Chatham Office and on-site

Transport: Full UK driving licence and own vehicle required

Overview

The number one goal of everyone in our team is to make our customers exceptionally happy. The IT Support Technician plays an important role in making sure that happens.

This is a hybrid role, split between our office in Chatham and customer sites across Kent. You will support customers with day-to-day IT issues, help with installations and setups, keep systems and documentation up to date, and provide friendly, practical support in plain English.

This role would suit someone at the junior to mid-level who already has a solid grounding in IT support and wants to keep learning in a hands-on environment, with a mix of office and on-site work.

RESPONSIBILITIES & TASKS

Customer Service

ü Act as a first point of contact for customer IT support issues

ü Provide friendly, helpful support by phone, email, remote sessions and onsite visits

ü Diagnose and troubleshoot day-to-day IT issues for users and businesses

ü Set clear expectations and keep customers updated

Use of our Ticketing System

ü Work on and resolve helpdesk tickets and service requests

ü Record all work clearly in the ticketing system

ü Maintain accurate customer documentation

ü Escalate more complex issues when needed

ü Make sure tickets are kept up to date and do not go stale

Onsite support

ü Attend customer sites across Kent as required

ü Carry out user setups, hardware installs, replacements and moves

ü Provide onsite troubleshooting for PC’s, laptops, printers, connectivity and user issues

ü Assist with onsite project work and rollouts

General IT support

ü Support Microsoft 365, Windows and Apple devices, printers and general business IT Systems

ü Assist with device builds and workstation setups

ü Work with suppliers and third parties where needed

ü Follow internal processes and security procedures

Teamwork

ü Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher

ü Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks

ü Follow all our Security Procedures and keep a Vigilant Eye for Security Issues

ü Identify opportunities for improvement and make constructive suggestions for change

ü Contribute to the process of innovative change effectively

ü Undertake other duties as required by the Service Delivery Coordinator or CTO

SKILLS AND ATTRIBUTES

Essential

ü A love of (and ability to) Solve Problems & Challenges

ü Good customer service and communications skills

ü Ability to explain technical issues in plain English

ü Good working knowledge of Windows PC’s and laptops

ü Experience with Microsoft 365

ü Experience in troubleshooting common business IT issues

ü Good organisational skills and attention to detail

ü Ability to work independently as well as part of a team

ü Full UK driving licence

ü Own vehicle

Desirable

ü Experience in an IT support, service desk or MSP environment

ü Experience using ticketing, PSA or RMM tools

ü Experience with remote support tools

ü Good working knowledge of Apple Devices

ü Basic networking knowledge

ü Experience with printers, hardware and workstation setups

Perks

·        Ongoing training and development

·        Friendly and supportive team

·        Varied roles across office and customer sites

·        Opportunity to grow with the business

·        Company pension

Pre-employment checks

Any offer of employment will be subject to satisfactory references, right to work checks, and a satisfactory Enhanced DBS check.