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The role of User Support Technician is a 1st line support position. It is the first point of contact for internal customers seeking technical support. A hard working, enthusiastic and approachable character is essential for success in this rewarding role along with a strong desire to learn new skills and a team working mentality.

 

Your main duties and responsibilities will be to: 

  • Provide 1st line technical support to the business via phone, walk-ups, email and our ticket management platform ServiceNow. Requests managed for our European customers as well as offering support to our global customers when calls are routed from the US help desk team.
  • Escalation of incidents to European 2nd & 3rd line support staff team members.
  • Ticket management and ownership with root cause analysis when appropriate.
  • Manage and maintain IS assets, network, contacts and service contracts inventory
  • Triage and troubleshoot basic to moderate end user problems. This would include the usage of remote diagnostic tools to support off-site customers.
  • Assist with IS inductions for new starters. Management of our leavers’ process when required.
  • Support for printers and other peripherals across the business
  • Configure and deploy PC/laptop Hardware and Software across Europe.
  • Adherence to Service Level Agreement timelines and requirements.
  • Maintenance of files and records for auditing purposes and the ability to create clear understandable technical documentation for the benefit of our team and customers.
  • Assist other European IS Support staff as needed.
  • Ensure security of devices remains at the forefront of our objectives through the understanding and usage of enterprise applications within the remit of this position
Other duties as assigned such as participating in moving of equipment as needed
We are looking for a candidate who has:

  • First Class communication skills, telephone support skills and interpersonal skills along with a strong customer service focus and a positive professional attitude. Attention to detail is absolutely key in this position
  • Excellent problem analysis and resolution skills; ability to visualize a problem and think abstractly to work through and solve it efficiently and effectively
  • Dependable personality with strong planning and organizational skills
  • Ability to multitask effectively, dealing with incident management queue’s
  • ITIL knowledge/experience in an ITIL environment is a plus
  • A vocal member in helping our team goal of continual service improvement
  • Confident dealing with all levels of customer from apprentice to Vice-President
  • Ability to work in an often pressured environment showing initiative and composure in dealing with a busy and rapidly growing business.
  • Educational Qualifications as outlined by the Apprenticeship provider but not less than GCSE A-C in English & Maths
  • Sound understanding of the IT industry and the latest technologies
 

As this is a European support role any candidate with strong language skills in German, Spanish or Italian would be viewed favourably


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