Full-time | Entry Level
Skills:
The following indicates what would typically be expected for this role at a competent level:
Knowledge of Microsoft Desktop and server applications. Knowledge of computer hardware and peripherals and basic networking (LAN, VPN). Excellent written and verbal communication skills – especially writing professional reports. Strong telephonic and written etiquette. Information technology system support skills. Excellent Microsoft Office skills. Professional and punctual approach. Commitment to customer service and exceptional attention to details. High level of integrity and confidentiality. Able to work under pressure. Self-motivated. Problem-solving.
Requirements:
Relevant information technology qualification.
A minimum of 1 Year of experience in IT helpdesk environment.
A+ or N+ certification (advantageous).
ITL Foundation certification (advantageous)
- The following indicates what would typically be expected for this role at a competent level:
- Knowledge of Microsoft Desktop and server applications.
- Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
- Excellent written and verbal communication skills – especially writing professional reports.
- Strong telephonic and written etiquette.
- Information technology system support skills.
- Excellent Microsoft Office skills.
- Professional and punctual approach.
- Commitment to customer service and exceptional attention to details.
- High level of integrity and confidentiality.
- Able to work under pressure.
- Self-motivated.
- Problem-solving.
What we are looking for
We are looking for a Junior IT Helpdesk Technician to provide technical support to our managed clients efficiently and accurately. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills.
As the "front line" responsible for addressing basic technical issues, the Helpdesk's objective is to quickly identify and resolve challenges to keep our clients operating efficiently. As a Junior IT Helpdesk Technician, you serve as an escalation path on the Helpdesk by assisting and guiding other team members.
Role and Responsibilities
- Technical support for all Level 1 IT Helpdesk services.
- Management of ticketing system aligned with ITIL framework, Reporting and time management.
- Management of all escalations relating to IT infrastructure.
- Provide day-to-day technical support services.
- Ensure all Incoming calls and emails via our ticketing system are handled professionally and in a timely manner.
- Administer, install, configure, and troubleshoot the MS operating systems and products installed on those systems including Office 365.
- Troubleshooting of telecommunications, including DSL lines, all fibre lines and wireless backup mediums, LTE and P2P Wireless broadband connections.
- Troubleshoot network connectivity including LAN, WAN and Hardware related faults.
- Provide assistance with upgrading / maintaining antivirus products.
- Troubleshooting of VPN connections.
- Troubleshoot hardware related faults.
- Provide basic end user training.
- Adhere to clearly defined Escalation Matrices and ITSM RACI.
- Management of customer contact to provide service excellence.
- Troubleshoot and respond to tickets logged within the required response and resolution Service Level Agreements (SLA).
- Update Ticket entries with clear informative written in English, without jargon or the use of acronyms.
- Log all time correctly and accurately in the ticketing system.
- Feedback to customer on status of all unresolved queries.
- Ensure protection of all user’s data in compliance with company policies.
- Constructively participate as a member of the wider IT Department.
- Undertake any other tasks or once-off projects which may be assigned from time-to-time.
- Demonstrate professional skills and a high standard of integrity.
The Company We keep.
At Innovate IT, recruiting talent is important but what matters most is that we cultivate it. We invest in learning and development programmes for our team members, with various opportunities for growth, and well-deserved incentives are what keep our Team the best of breed amongst the rest.
Job Type: Full-time
