1st/2nd line it support technician - united kingdom, york, north yorkshire

1st/2nd line it support technician

(home and business users)

salary: £20,000 to £30,000 dependent on experience + statutory pension scheme

based at: heslington, york yo10 5dg

full time: permanent

purpose of the position

to provide our home and business customers with first and second line technical support. you will provide a proactive service ensuring that customers’ it systems are working to a high standard.

as we grow, we are looking to complement our existing ways with additional skills and ideas that will help our clients evolve their businesses through the smart use of it.

day to day operations

this role will enable the right candidate to have a high impact on the day to day running of a customer’s it system. you will be encouraged to learn and develop as quickly as possible with support from your colleagues. furthermore, you will be involved with:

quickly resolving issues by telephone, email or video to our customer base. issues can range from simplistic quick fixes through to detailed in depth interactions.
providing customer service to ensure a positive customer experience.
visiting customer sites for problems that cannot be fixed remotely.
troubleshoot and fix desktop/laptop hardware and software issues.
providing assistance and support to colleagues in it related matters.
undertaking small to medium sized it projects as instructed.
associated job-related and administrative duties.

experience

a minimum of 2 years’ managed technical support experience.
you must be confident with a vast variety of tech and associated software packages.
strong knowledge of windows systems including windows server.
knowledge of apple ios and apple devices.
have operated within a customer service role previously.
management and maintenance of server and business network infrastructures.
a thorough understanding of dhcp, dns and ip based networks.
repairing and configuring a variety of pc and mac hardware.
have an active mind for technology, which is more than an interest in computers and hardware. you need to understand the industry, trends and latest products, methods, benefits etc

accreditations.

educated to a level as a minimum.
ideally, we would like you to have a microsoft accredited qualification.
any formal training in the repair and maintenance of it equipment.
any formal training in apple products and apple ios would be an advantage.

specialist skills/attributes

a warm character that can talk to customers and colleagues in a language they can understand.
trusting.
accurate with a real attention to detail.
ability to communicate effectively at all levels.
you will have a high standard of literacy and good numeracy skills.
you will be a self-starter with an ability to work unsupervised.
enthusiasm, self -motivation, commitment and a strong work ethic.
driving licence.

salary and conditions:

salary £20,000 to £30,000 to be agreed. statutory pension scheme.

full time position monday to friday, 09:00 to 17:30.

some out of hours on occasion returned with time off in lieu.

28 days holiday including bank holidays per year taken in agreement with the company. additional holidays will be accrued annually for loyalty to the business.

this position is permanent and based at our offices in york.

about us:

we are a progressive it managed support company based in the historic town of york. we have worked hard over the past 20 years to create an exceptional client base of both business and private clients for whom we provide a first-class level of service.

we’re strong believers in these four ways: progress, achieve, customer and team.

we are a close-knit team working for each other for the benefit of the customer. we’re transparent with everything we do for you and our customers.

we are involved with client specific project work as well as supporting our client’s day to day. we specialise in holiday parks, although our client base covers a diverse range of markets. we are part of a suite of companies. wifi 4 leisure provides infrastructure as a service to holiday parks all over the uk. it 4 home provides it first and second line support to home users and small businesses, usually in a remote capacity, but with some site visits.

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