First Line IT Support Technician

We are looking for a talented and professional individual, who is passionate about IT and has aspirations to further develop themselves! You will support our 1st Line apprentice and together be the first point of contact within the department for the Helpdesk. You will be responsible for channelling requests for help to appropriate functions for resolution, monitor progress and keep both internal and external users apprised of progress. 

The role requires a dynamic, proactive individual who possesses excellent communication and time management skills and who will be able to work well with the IT team already in place.

First class customer service and organisational skills are required for this diverse role to ensure timely response so that end users can accomplish business tasks.

Main duties:

  •  Receive and log support telephone calls and emails using Spiceworks;
  •  Communication with customer / client personnel regarding content and progress of issues;
  •  Monitor/manage progress and chase up internally and externally, if necessary;
  •  Communicate/liaise on, sometimes, complex lending/software issues between customers and technical IT staff;
  •  Deal with Customer queries on Technical and non-technical issues;
  •  Software and Hardware Installations; including upgrading and building new machines
  •  Production of documentation and user guides;
  •  Undertaking opening and closing duties;
  •  Support staff in using room equipment or setting up rooms for use;
  •  Performing scheduled audits and maintenance checks;
  •  Internal reporting

The Skills set & Experience

  • Minimum of 1 year’s working experience within a IT Help Desk Environment
  • Experience of working within the education sector (highly desirable)
  • Experience of using and managing Microsoft Office 365
  • Experience of working in a Microsoft environment and using Active Directory
  • Experience of supporting systems for Internal or External customers
  • Excellent interpersonal and communication skills (verbal & written)
  • Excellent problem solving skills, flexible
  • Innovation & determination
  • Ability to follow documentation and have excellent time management skills
  • Document Management;
  • Experience of software and Hardware Installations and deployment
  • Using Windows 8.1 and 10 

Why Hawk?

  • An Investor In People Gold organisation, committed to your career development
  • An exciting opportunity to bring your skills and experience to an award winning training provider and help shape the future of apprenticeships 
  • Innovative in our approach to education using the latest technologies
  • Excellent in-house training and career progression opportunities
  • Summer and winter parties and team day events
  • 20 days, plus bank holidays and Christmas period (32 days)
  • Company pension scheme
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