Network/ IT Support Technician

Full Time Stroud Gloucestershire IT Job Pro UK

Network/ IT Support Technician

Hours: Full Time Monday to Friday (37.5 hours). You will also be required to take part in an out of hours rota.
Location: Stroud, Gloucestershire
Salary: £20,000 – £25,000 per annum

Key Responsibilities:

* Handle support calls and emails from customers ensuring customer SLA’s are met or exceeded by accurately logging incidents, problems, moves and additions onto the central ticket management system working from the support desk

* Effectively help manage calls to a conclusion, with a goal to delivering a “first time fix” where applicable that will meet or exceed our customer’s expectations, clearly logging changes and moves

* Allocate calls and emails to the relevant team / resource as effectively as possible ensuring that the detail recorded is clear and accurate and that the customer remains informed

* Provide support to the technical and support teams as required ensuring any network faults are addressed promptly and managed until satisfactory resolution

* Provide full IT support for all company PC users ensuring that equipment on the network is kept up to date and in line with ISO regulations

* Configure router and network equipment as per the required specification ahead of despatch

* Ensure all procedures are followed and centralised records, systems and tools maintained to ensure they are kept up to date and relevant

* Work with the team to enhance processes to ensure all orders are accurately processed, delivered and billed

* Develop relationships with customers to ensure the best customer service is delivered at all times

* Take part in an out of hours on call rota

* Report to the management team on any improvements, change requirements and innovation you believe will improve the quality management system

* Follow ISO and operating standards and highlight any areas of concern

* Keep abreast of industry and technology developments

Key Skills:

* Previous experience of working in a support environment and be able to demonstrate the ability to troubleshoot a customer’s Windows Desktop and as a minimum, basic Windows Server related problems to successful resolution, including but not limited to, email, Office applications, hosted desktop

* Ability to troubleshoot a customer’s fault utilising supplier portals and testing environments to successful resolution

* Willingness to assist and learn from other team member in their specialist areas

* General understanding of voice communication techniques, including VoIP and SIP

* Good understanding of LAN’s & WAN’s and be able to assist other members of the support team in resolving network and Broadband related problems

* Ability to troubleshoot related problems using the software tools provided

* Understand mobile network related problems and network provisioning, including device support on Windows Mobile, Blackberry and Apple IOS

* Interest in studying and obtaining vendor qualifications

* Good communication skills, both written and verbal

* Interest in technology

* Customer focus

* Ability to multi task and remain calm under pressure

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