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IT Support (1st - 2nd line)

  • Location: Cheshire
  • Salary: £18000.00 - £22000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

We are Recruiting for a number of 1st - 2nd line Support Engineers for a Healthcare Group in Altrincham on a permanent basis, paying between 18 - 22k per annum.

Job Purpose

The position is responsible for taking calls on the Service Desk and resolving technical or IT training issues where possible. The role will need a strong technical background and experience working with our core technologies such as Microsoft Office, Thin-Clients, Active Directory, Windows platforms, basic networking, IP addressing etc. is a must.

Key Responsibilities

  • Evaluate documented resolutions and analyse trends for ways to prevent future problems.
  • Alert management to emerging trends in incidents.
  • Assist in software releases and roll-outs and communication to the end users.
  • Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
  • Build rapport and elicit problem details from service desk customers.
  • Prioritise and schedule problems. Escalate problem (when required) to the appropriately experienced technician.
  • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organisation.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Install anti-virus software and ensure virus definitions are up-to-date.
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow ups to help requests.
  • Develop help sheets and FAQ lists for end users.
  • Reinforce SLAs to manage end-user expectations.

PERSON SPECIFICATION

  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritise and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment

Knowledge & Skills

  • Knowledge of laptop and desktop hardware, including Dell and HP desktops and laptops, mobile devices, thin client terminals and varied printing devices.
  • Basic technical knowledge of internal computer components, including RAM, hard drives, motherboards, NIC cards etc.
  • Working technical knowledge of current protocols, operating systems, and standards
  • Strong documentation skills

This is an urgent requirement and interviews can be arranged at short notice. Apply now with a copy of your CV, or for more information, please call Callum Thomas on 07731346028

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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