IT Technician

NCI Technologies Ltd
£16,500 - £22,000
04 May 2017
11 May 2017
JOB PROFILE Job Title: First Line Technician Hours: Mon - Fri 9:00am to 5:30pm Salary: £16,500 - £22,000 Location: Penryn, Cornwall Job Summary: NCI is one of the largest Managed Service Providers within the South West, offering a wide range of services to meet our clients' needs both nationally and internationally. You will form part of our busy 1st line technical team supporting both our education and business customers predominantly throughout the South West. The role will require you to take on the companies values, taking responsibility for your actions, and ensuring all customers and staff are treated with respect. The position provides exposure to a broad range of IT hardware, software and cloud services. The main focus is to provide our clients with a high level of service and support and ensure they are kept informed of the status of outstanding support tickets. Communication with our clients is key to maintaining good working relationships. The 1st line team provide remote assistance and first fix where possible along with network administration and occasional scheduled project work. There is a process in place to escalate more complex tickets to the in house 2nd line team. The role requires that you continually advance your skills and keep abreast of the latest technology, to follow Microsoft's training syllabus, and pass relevant exams which are paid for by the company. Key Roles & Responsibilities: - 1st line technical support and administration; fixing support queries via remote connections, telephone and email. Additionally there may be the requirement for you to attend site to fix issues. You will be required to - Take ownership of customer problems and deal with them promptly and courteously - Provide frequent communication with customers with regard to current support tickets - Continually update technical knowledge on products as required - Follow help desk procedures and ensure your assigned support tickets are kept up-to-date with accurate information and relevant time entries - To work with and assist fellow technicians and contribute to building a team environment - To escalate more complex issues to 2nd line via your line manager/team leader - Focus on maintaining effective customer service - Maintain confidentiality with regard to customer/company data - Report to line manager at regular times and inform of any issues or recommendations you may have Professional Qualities: - Good customer communication skills and telephone manner - Generates enthusiasm among team members - Proactively seeks opportunities to build on existing skills - Facilitate effective team interaction - Acknowledges and appreciates each team member's contributions - Communicates effectively with customers to identify needs and evaluate alternative business solutions in accordance with organisation objectives - Continually seeks opportunities to increase customer satisfaction and deepen customer relationships - Manages customer expectations effectively - Mentor those with less experience through formal and informal channels - Seek and participates in development opportunities above and beyond training required by NCI Technologies - Suggest areas for improvement in internal processes along with possible solutions Skills & Knowledge: - Essential - Able to pass a CRB/BDS check (provided by NCI Technologies Ltd.) - Essential - Customer focused, active listening and communication capabilities - Essential -Attention to detail, a genuine passion for getting things right first time, allied to a real focus on delivery - Essential -Work unattended and collaborate as part of a team - Essential -Must hold a full UK driving license - Essential -Experience managing and supporting Microsoft Windows server operating systems - Essential - Experience managing and support Windows desktop operating systems - Essential -Active directory user management - Essential -Understanding of TCP/IP - Desirable -Group policy management - Desirable -Practical experience of identifying ways to improve processes and working relationships - Desirable -Office 365 / Microsoft Exchange user management - Desirable -Router and Firewall configuration - Desirable -Support of mobile devices, iPads, Android Tablets and Chrome Books - Desirable -Experience managing and supporting Apple operating systems - Desirable -Experience managing configuring and supporting business grade wireless networks Primary Contact: Chris Penrose Please send CV's to: