Technical Remote Specialist (Helpdesk)

An exciting opportunity has arisen to join a world leading global organisation. Our client, a blue chip IT company, is currently seeking a Technical Remote Specialist based on their site in Bracknell. This is a full-time, permanent role, to start ASAP working 09:00-17:30 Monday to Friday. You may be asked to cover early or late shift as required. The role is paying up to £18,168 for the right candidate and experience per annum, pro rata.

The successful candidate will work in team of 3 Helpdesk agents, supporting the Internal IT Infrastructure, Business Applications, IT Services and Resolve User IT Issues. Supported by 2nd and 3rd line System Administrators.

Providing support primarily remotely, for end users and engineers - typically software/system/networking support via remote tools, with basic hardware knowledge to diagnose infrastructure issues; diagnosing & solving customer problems over the phone, via web collaboration.

Responding to a service request using remote diagnosis, documentation and/or knowledge databases within agreed timeframes. Will perform suitable information gathering, analytical troubleshooting and problem research. Qualification of hardware cases involves diagnosis and recommendation of parts to fix the issues, including replacement of whole units. In all cases where a problem gets too complex, responsible for timely elevation and/or escalation, to fix and/or review systems and escalation to/collaboration with next line of support. Project work will also be a key part of the role, getting involved in testing and migration work to new systems for our end users.

This is an excellent opportunity for someone with a basic understanding of ICT and wanting to start their career with an experienced team of technicians. Training will be undertaken on the job; the successful candidate must demonstrate a willingness to learn and would preferably be qualified in an IT discipline.

Responsibilities:

• Able to resolve standard 1st level end user queries & technical problems.
• Understands call-logging systems, able to handle basic software/hardware/systems and networking queries, i.e. password resets, is able to do basic software imaging.
• Has basic understanding of Microsoft packages (software and networking).
  Understand SLA's and response time.
  Demonstrates acumen for role responsibilities.

Skills and Experience:

• Able to demonstrate knowledge of Windows7 and Windows 10, Microsoft Office suite and other Microsoft applications
• Basic understanding of Network protocols
• Basic knowledge of IT in General
• Demonstrates Passion for IT & New Technologies
• Good communication skills, able to communicate effectively at all levels and across different teams within the organisation both written and verbally in English
• Able to work cooperatively in a team as well as on their own and work to deadlines
• Flexible & Committed
• Awareness of the sensitivities of working with highly confidential information whether it be verbal or written (confidentiality agreements may need to be signed for some projects)
• Demonstrates a 'can-do' spirit that creates energy, ownership and personal commitment to others
• Knowledge of Office 365
• Knowledge of Microsoft Active Directory, password resetting, account unlocking etc
• Knowledge of Microsoft SharePoint
• Understanding of Internet Explorer and other Web Browsers
• Windows Server administration
• Laptop Hardware Support
• Preferably at least one qualification in an IT discipline
• ITIL