1st Line Support Technician

Centerprise International; Basingstoke; On-site; GBP 20,000 - 28,000; Full time

Job summary

A leading ICT supplier in Basingstoke is seeking a 1st Line Service Desk professional who excels at troubleshooting and customer support. This role involves delivering quality assistance to both public and private sector clients as well as internal staff. Ideal candidates will have strong knowledge of Microsoft systems and a commitment to learning new technologies. Growth opportunities into higher support roles available. The company promotes a collaborative and innovative work culture.

Benefits

25 days holiday entitlement rising to 28 days after 5+ years of service

Holiday Purchase Scheme

Company supported CSR Volunteer Day

Pension scheme with an option for Salary Sacrifice

Private Medical Insurance

Corporate gym membership available

Qualifications

• Experience providing basic 1st Line support for Desktop and Laptop OS.
• Knowledge of Microsoft Outlook and Office suite for troubleshooting.
• Familiarity with desktop antivirus software management.

Responsibilities

• Deliver quality front-line support to clients and internal staff.
• Capture and deal with a broad range of customer requests and incidents.
• Assist in developing support models and documentation.

Skills

Basic/1st Line support for Desktop and Laptop operating systems

Knowledge of Microsoft Office suite

Knowledge of Microsoft Outlook

Installation and configuration of software

Tools

Active Directory

Remote customer support tools (e.g., RDP, Logmein)

Job description

• 25 days holiday entitlement rising to 28 days after 5 plus years’ service
• Holiday Purchase Scheme
• 2 days for personal wellbeing
• Company supported CSR Volunteer Day
• Pension – including option to join Salary Sacrifice/Exchange for Pension scheme (SXP)
• Electrical Vehicle Salary Sacrifice Scheme
• Death in Service – x4 basic salary
• Private Medical Insurance available, partially subsidised by Ci
• SAGE- Employee Benefits Membership
• Corporate gym membership available, partially subsidised by Ci
• Salary Sacrifice charity donation scheme
• Ci Christmas Savings Club
• Ci Lottery
• Out of town offices with free parking

Business Unit:

Services

Reporting to:

Operations Manager

Location/site:

Vetting requirements:

Yes

Company Overview

Centerprise International (Ci) was established in 1983 and has 40 years of experience and expertise in providing innovative products and services. Our financial strength, and breadth and quality of services offered, together with our enviable record of success in supplying under many framework agreements and winning many government contracts makes Ci one of the leading ICT suppliers. Our cash reserves, recent strategic acquisitions and the quality of contracts held are an assurance of our future growth.

Throughout its history, Ci has evolved to meet market demands and now offers Managed Services and Solution Design to complement our own products.

Ci actively seeks to attract talented ambitious individuals, to nurture and develop through their career with the organisation. The Ci Group comprises of wholly owned companies and a joint venture business, so the opportunity to build a wide and varied career path truly exists.

All employees have the opportunity learn from successful, capable business professionals within the organisation, to absorb knowledge and experience first-hand how a thriving privately owned business operates.

Role Description

This is a fantastic opportunity for a talented 1st Line Service Desk professional with an aptitude for problem solving IT issues and has excellent customer support skills. You will be working as a key member of a growing Services team, delivering quality front-line support to a variety of public and private sector businesses as well as internal Ci staff.

Forming part of a dynamic 1st Line team, your key responsibilities include capturing and dealing with a broad range of customer requests and incidents; as well as developing our support model, building work instructions and documentation.

You will have a thirst to learn new skills in technology and delivering managed services. In return, the role offers an opportunity to work in a customer-centric environment with a diverse and supportive team, and career opportunities to grow into roles at 2nd and 3rd Line levels.

As with all personnel within the business, the individual will also be required to show:

• A commitment to comply with the Company’s Information Security Policy.
• A commitment to promptly report any security weaknesses or incidents.
• A commitment to adopt and maintain a Health and Safety culture within the Group.

Communication Skills Effectively communicates his/her thoughts in a well organised and effective manner in order to get the desired message across.

Open Communication Is professional and positive in interacting with others and is able to establish rapport quickly, treating others with courtesy and respect.

Drive for Results Demonstrates a strong work ethic committed to seeing tasks through to completion, whilst taking responsibility for and taking pride in achieving successful results.

Decision Making Makes good timely decisions within his/her authority that affects his/her work.

Focus & Prioritisation Develops measurable objectives, with management guidance, to focus and prioritise what’s important, ensuring efficiency and effectiveness in the delivery of work/projects.

Problem Solving Solves routine problems effectively, gathering the information necessary to consider a potential way forward that you can share with your manager.

Experience and Skills

• Essential• Providing basic/1st Line support for Desktop and Laptop operating systems.• Knowledge of the Microsoft Office suite, especially regarding applications support and troubleshooting.• Knowledge of Microsoft Outlook, especially regarding application support and troubleshooting.• Installation, configuration and troubleshooting software.
• Desirable• Experience working on an IT service desk, especially in logging and resolving issues.• Basic networking skills such as the setup of Wireless access points, switches, routers, and firewalls.• Experience with Active Directory and Exchange to the extent of creating and managing users and permissions.• Managing and the administration of desktop Antivirus software (e.g. Sophos).• Experience of data backup and replication technologies (Veeam, EVault, Datto, Asigra etc.).• An understanding of Printing and Unified Comms systems.• An understanding of Virtualisation concepts and technologies.• Familiarisation with monitoring toolsets (e.g. PRTG) and alert management.• Utilising remote customer support tools, e.g. RDP, Logmein, etc.

Company Profile

• Ensuring customer satisfaction is our number one priority.Be true to your work and go the extra mile to deliver on your promise.Have the strength to make a difference and don’t be afraid to constructively challenge the status quo.Be innovative and do all that is reasonable to deliver a positive outcome.Giving your time and energy in the best interests of the Company
• Customer-Centric - Ensure customer satisfaction is our number one priority
• Commitment - Be true to your work and go the extra mile to deliver on your promise
• Courage To Challenge - Have the strength to make a difference and don’t be afraid to constructively challenge the status quo
• Succeed - Be innovative and do all that is reasonable to deliver a positive outcome
• Dedication - Giving your time and energy in the best interests of the Company

Education/Qualifications/Specific training