1st Line Support

Job Title: IT Technician / 1st Line Support

Location: Welwyn

Salary: £15.08 - £17.01 (PAYE) OR £20.00 - £22.56 (UMB) per hour

Full Time

3 Month Contract (Inside IR35)

Benefits:

• Free parking onsite
• Fun company events
• 25 days holiday per annum + recognised bank holidays

Requirements:

• Experience in using ITSM systems to log and track incidents.
• Ability to identify and escalate recurring issues to relevant teams.
• Excellent team working skills to build strong relationships and collaborate effectively.
• Eagerness to learn and acquire new technical skills with a curious mindset.
• Previous exposure to enterprise solutions like Google Suite, iOS, Windows 11, ServiceNow, MobileIron & Nexthink is beneficial.
• Familiarity with iOS devices (iPhone, iPad, Mac), Windows hardware, and meeting room technology is advantageous.
• Previous experience in a face-to-face customer service environment, providing reactive and proactive maintenance support, is desirable.

Responsibilities:

• Provide proactive, customer-focused, face-to-face onsite support to over 2,000 end users.
• Use problem-solving and interpersonal skills to swiftly resolve IT queries or problems, delivering excellent customer service with a calm, assured, and empathetic approach.
• Log and track end users' incidents using ITSM systems, adhering to SLAs.
• Identify recurring issues and challenges faced by end users, escalating them to relevant teams for further investigation.
• Build and configure computers for new starters and upgrade existing users' laptops.
• Provide both reactive and proactive maintenance support in a face-to-face customer service environment.

For more information about this IT Technician / 1st Line Support role, please contact Chloe McCausland at Clearline Recruitment.