IT Support Technician

Ref: 53-JH

Role: IT Support Technician

Salary: £15,873 - £16,250 Per Annum DOE

Location: Rotherham

Hours: 25 hours per week, 09:00 - 15:00

Working Pattern: Monday - Friday

Benefits:

• 28 days holiday plus statutory entitlement
• On site car parking
• Company pension
• Gym membership

The role:

As an IT Support Technician, you will be responsible for providing exceptional customer service and technical support to proactively troubleshoot and provide assistance to a set of clients. You will work closely with a customer support team to diagnose and resolve technical issues related to IT systems, website development and software in a timely and effective manner. You will also assist Clients with IT system, website and software installation, configuration, usage, and provide guidance on best practices.

Key Responsibilities:

• Respond to incoming technical support calls, tickets and emails promptly and professionally.
• Proactively look for any issues that may arise and offer a resolution.
• Troubleshoot and resolve hardware and software issues, ensuring excellent Client satisfaction.
• Build & configure hardware including servers, workstations & mobile devices.
• Provide remote assistance to clients, guiding them through problem-solving steps.
• Communicate technical solutions in a clear and understandable manner to Clients with varying levels of technical proficiency.
• Build and maintain positive relationships with clients, fostering a collaborative and supportive environment.
• Updating the Company ticketing system to ensure relevant details are recorded and SLA's are met for each issue.
• Assist with the Compilation of, and provide regular reports on common technical issues to contribute to continuous improvement.
• Collaborate with other IT support team members to share knowledge and ensure consistent service delivery.
• Ensure all Client devices are maintained and kept up to date.
• Escalate complex issues to senior technicians or relevant teams, ensuring timely resolution.
• Ensure regular, efficient and prompt Client feedback and communications at all times.

Candidate requirements:

Essential:

• Proven experience in an IT Support Technician or in a similar role, or alternatively a college/university leaver with qualifications in IT/a desire to pursue a career in a technical role
• Ability to work independently and as part of a team
• Ability to organise and prioritise a heavy workload at busy times
• A calm approachable manner, able to deal with problems in a professional and friendly manner, displaying tact and diplomacy as required
• Attention to detail and problem solving will be integral to your day to activity
• Detail-oriented with strong analytical and problem-solving skills
• Excellent communication and customer service skills, both verbally and written
• A comprehensive knowledge of Microsoft Office 365 and Remote Software
• Be comfortable communicating with stakeholders both on-screen, in person and on the telephone, with an excellent telephone manner

Desirable:

• It would be advantageous to have some knowledge of website development, including HTML, CSS and CMS platforms such as WordPress.
• Driving license and access to your own vehicle

Glu Recruit LTD are an equal opportunities employer and are acting as a recruitment agent in the hiring of this role.

Glu Recruit LTD ensure that all qualified applicants are considered for employment in the role that they have applied for, and any other suitable opportunity that we advertise without regard to age, belief, colour, ethnic/national origin, gender identity, race, religion, sex, sexual orientation or based on disability. If you require any additional support to apply for this role, or any other role that we advertise please contact us directly for assistance.