1st/2nd Line Support Technician

7 Days Old

An opportunity for a Helpdesk Analyst to provide 1st/2nd Line Service De sk support to customers assisting them with hardware and software problems. This will include installing, diagnosing, repairing, maintaining and upgrading all software and hardware to ensure optimal performance. You will troubleshoot problem areas, either in person, by telephone or remote access to provide resolution.
Responsibilities:
Ensuring customers support issues are logged and recorded with a sufficient amount of detail
Ability to resolve support issues within a pressurised environment
Taking ownership of support calls through to resolution
Escalation of complex issues to 2nd and 3rd line support
Manage work queues and prioritise calls, re assigning work where and when necessary to ensure compliance with SLAs
Install, upgrade, support and troubleshoot in house applications
Install, upgrade, support and troubleshoot in house back office application
Diagnose and quickly resolve a wide range of EPoS, Windows, and networking problems to help minimise downtime
Troubleshooting network connectivity in a LAN/WAN environment
Install, upgrade, support and troubleshoot EPoS hardware
Troubleshoot communication between back office application and EPoS application
Skills Required:
Understanding of Server/Client setups
Understanding of TCP/IP Networking principles for troubleshooting
Experience of using VNC and other remote access tools
Excellent technical knowledge of PCs and desktop hardware
Experience of Microsoft SQL Server
Experience of Windows Operating Systems
Experience of Microsoft Services and Web Services
Knowledge of routers and switches, as well as firewalls
TCP/IP experience
Central Fareham, in office, Monday to Friday 37.5 hours per week and an Out of Hours on Call Rota once fully trained

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Location:
Fareham
Salary:
£30,000
Job Type:
PartTime
Category:
IT;IT

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