1st Line Support Technician

Posted 19 January 2022
Salary £25000.00 - £30000.00 per annum
LocationBuckinghamshire
Job type Permanent
ReferenceBBBH127977_1642606100
Contact NameAmelia Cox

Job description

Key Responsibilities

  • Answer support queries via phone and email for remote users.
  • Provide face to face support at Support Office in Buckinghamshire and at Homes when required.
  • Take ownership of user problems and be pro-active when dealing with user issues.
  • Log all phone calls on the ticketing system.
  • Respond to enquiries from users and help them resolve any hardware or software problems
  • Maintain a log of any software or hardware problems detected as well as any potential resolutions.
  • Identify and provide support in the resolution of second and third line issues.
  • Keep customers up to date on ticket status and if tickets require escalation.
  • Carry out daily systems checks, reporting to Line Manager where necessary.
  • Proactive remediation of Risk items highlighted by the service desk platform. This includes installation of patches and updating of antivirus agents on client devices.
  • Including Pre-build PC's, Laptops, Mobile and Hand-Held devices. Deployment of device agents and updating of asset records.
  • Investigate issues as reported including checks to ensure network connectivity is stable and correct.
  • Ownership of Microsoft Windows updates and validation of coverage.
  • Provisioning support for core applications including Office 365.
  • Escalation of issues to 2nd line once options are exhausted.
  • Knowledge transfer from 2nd line into knowledge base to allow for future 1st line fix.
  • Provision of access and permissions based on correct level of approval.
  • Management of user account and passwords within active directory.
  • Configuration and provision of Android and iOS based devices.
  • Set-up, support, and maintain printer platforms across our homes.
  • Escalate issues to 3rd party supplier as needed and provide updates to customers.
  • Provide input in team meetings and initiatives as needed.
  • Visit remote sites as needed to provision hands on fixing of issues.
  • Required to complete mandatory training courses when required.



Knowledge

  • Good knowledge of Microsoft Office
  • Knowledge of Active Directory (AD), DNS and DHCP