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IT Technician (1st/2nd Line)

We currently have a vacancy for an IT Technician to work as the second line escalation point for all IT support queries. In this role you will be working with the IT Systems and Networking Engineer and the IT & Projects Manager, as well as approximately 200 users. This position is responsible for maintaining and monitoring IT systems, understanding and resolving technical issues in a prompt and professional manner.

What you’ll be doing:

 

  • Respond to both first & second line support or end user software or hardware queries via email, phone or face to face whilst providing clear and professional, verbal and written communication at all times
  • Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately
  • Answer inbound and outbound calls in a timely, friendly and professional manner to clients who have more complex technical issues whilst ensuring that all calls are updated, closed or escalated in a timely fashion
  • Work with the users whilst maintaining a strong customer focus, making the required steps to resolve, or escalate to third line support as and when necessary
  • Work with the IT & Projects Manager and wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented
  • Efficiently handle incoming technical support incidents, requests, and changes where possible.
  • Communicate with both internal and external customers to keep them updated of the progress and ensuring that customer satisfaction remains high
  • Build key relationships with key technical contacts at company sites and third parties
  • Participate in project work as requested
  • Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team

Person Specification

 

We are looking for individuals who are highly motivated and have a passion to contribute to the success of Hochiki. In addition to this, you will possess the following:

 

Qualifications

 

Essential:

 

  • GCSE (or equivalent) level qualification in a related field

 

Desirable:

 

  • MCSA or MCITP qualifications

 

Experience

 

Essential:

 

  • Minimum of 2 years’ experience in a 1st or 2nd line support role
  • Solving PC problems
  • Liaison with end users to ascertain issues and solutions
  • Active Directory – set up and troubleshooting all aspects of AD and its associated services (Group Policy, DNS, DFS, DHCP) across different infrastructures
  • Office 365 administration
  • Sophos Enterprise Console and other managed antivirus systems

 

Desirable:

 

  • Mobile device (iOS, Android) integration with Windows networks including MS Intune

 

Knowledge

 

Essential:

 

  • Installation and configuring of Microsoft Windows and other operating systems
  • Deployment solutions such as WDS
  • Networking – Good understanding of the networking stack, TCP/IP and subnetting
  • Windows OS, 7, 8 and 10

 

Desirable:

 

  • Virtualisation - Good understanding of VMWare and Microsoft Azure concepts
  • Understanding of managed wireless solutions (Cisco Meraki advantageous)
  • Ability to keep abreast of developments in the market relevant to our business
  • SAP Business One Support

 

Personal qualities

 

  • Positive: Proactive, promoting a can-do attitude with a passion for IT and technology
  • Accountable: Excellent time management, multi-tasking, and prioritization skills.
  • Ethical: Acting in the best interests of Hochiki Europe’s people and stakeholders
  • Inclusive: Being a team player who relishes working in a team environment, but can also work independently
  • Professional: Ability to set high standards and present a professional approach
  • Inventive: A continuous improvement attitude towards work and professional development, with a desire for working in a leading-edge environment

 

To apply, please send your CV to recruit@hochikieurope.com

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