Overview
Join our dynamic IT support team as a Help Desk Support specialist, where your technical expertise and customer service skills will drive seamless technology experiences for users across our organization. In this role, you will be the first point of contact for resolving a wide range of hardware, software, and network issues, ensuring minimal downtime and maximum productivity. Your energetic approach and problem-solving mindset will empower users to navigate their technology environments confidently and efficiently.
Duties
- Provide prompt, professional technical support via phone, email, and remote tools to assist users with hardware, software, and network issues.
- Troubleshoot and resolve problems related to desktop support, operating systems (Windows, macOS, Linux), and computer hardware components.
- Manage user accounts and permissions using Active Directory and facilitate access to resources through tools like SCCM and ServiceNow.
- Support network connectivity issues involving TCP/IP protocols, DNS configurations, LAN/WAN setups, VPN connections, firewalls, and TCP troubleshooting.
- Assist with software troubleshooting across Microsoft Office applications, enterprise applications such as BMC Remedy, Jira, and ServiceNow.
- Maintain accurate documentation of support tickets in ticketing systems like Help Desk or ServiceNow while tracking issue resolution progress.
- Collaborate with team members on escalated issues involving Microsoft Windows Server environments, BMC Remedy workflows, or Linux-based systems to ensure swift resolution.
Experience
- Proven experience in technical support or help desk roles with a strong understanding of computer networking concepts such as TCP/IP, DNS, LAN/WAN architecture.
- Hands-on knowledge of operating systems including Windows (desktop/server), macOS, and Linux environments.
- Familiarity with enterprise tools like SCCM for software deployment and management; ServiceNow or Jira for ticketing; BMC Remedy for incident management.
- Demonstrated ability to troubleshoot hardware components such as desktops, laptops, printers, and peripherals effectively.
- Strong communication skills with the ability to explain technical issues clearly to non-technical users while providing exceptional customer service.
- Experience supporting remote access solutions including VPNs; configuring firewalls; managing Active Directory accounts; working within IT support frameworks.
- Analysis skills to diagnose complex technical problems quickly and efficiently while maintaining a positive attitude under pressure.
Join us in delivering outstanding IT support that keeps our organization running smoothly! Your enthusiasm for technology combined with your dedication to customer service will make a real difference every day.
Pay: £25,420.00-£27,420.00 per year
Work Location: Remote
