Job Title: IT Helpdesk Analyst
Job Type: Full Time, Permanent. Mon-Fri – 37.5 hours per week
Location: Edenbridge, Kent with hybrid working optional, following successful probation
Salary: £22,000 - £28,000 per annum depending on experience
Job Summary:
A fantastic opportunity has arisen for an IT Helpdesk Analyst to work in our diverse and fast paced IT Services Team, based in Edenbridge, Kent.
Working within a friendly team you will be responsible for providing technical support to NetVector's customers via the telephone and using remote support technology. The role involves diagnosing issues and resolving them, where possible, at first point of contact. You may also have the chance to attend customer sites for onsite support days and installations and be responsible for some account management of our smaller clients as you progress within the Company.
This role will ideally suit someone who is enthusiastic about developing a career in IT and is able to demonstrate good technical interest and knowledge. A keen customer focus, combined with excellent communication skills are key. Experience working in an IT helpdesk environment is desirable but not essential and we welcome applications from individuals wanting to start their career in IT.
Duties and Responsibilities:
On a day to day basis this will include but is not restricted to:
* Providing technical support to NetVector customers via the telephone and using remote support technologies
* Working and collaborating with colleagues on the helpdesk to deliver high standards of customer service
* Logging, maintaining, and proactively working on tickets on CRM system
* Undertaking any recurring tasks assigned on a regular basis, reporting the outcome of these tasks as appropriate.
* Carrying out ad hoc minor installations on customer sites
* Identifying, resolving and escalating recurring issues and improving customer service
* Delivering high standards of customer service through accurate and timely verbal and written communications.
* Gathering customer requirements and specifications for hardware, software and services quotations
* Maintaining customer documentation on a day to day basis and following installations and upgrades
* Supporting and collaborating with colleagues as required
* Ensuring up to date knowledge through continual professional development
Person Specification:
Essential Qualifications and Experience
GCSEs at grade 9-4 (or equivalent) in English Language and Mathematics.
A full driving license and access to a car is essential. The office is in a remote location and not accessible using public transport
Essential skills and knowledge
* Working knowledge of Networking including DHCP, DNS, VLAN
* Basic knowledge of Firewalls including QoS, SD-WAN, Traffic Shaping, NAT
* Working knowledge of O365 including Security, SharePoint,
* Working knowledge of Cyber Security principles
* Problem-solving skills
* Ability to work independently and as part of a team
Desirable skills and knowledge
* Experience working on an IT helpdesk in a similar role.
* Basic knowledge of working with Windows Server & Roles.
* Basic knowledge of Virtualisation technologies including VMWare and Hyper-V
* Basic Knowledge of back up technologies (Veeam)
* Working knowledge of SIP/VOIP (3CX)
* Basic knowledge of MacOS
* Basic knowledge of Cyber Essentials, Cyber Essentials Plus & ISO
* Basic knowledge of Shared Storage technologies (SAN)
* Basic knowledge of Microsoft Azure
* Basic knowledge of Microsoft licensing
Job Types: Full-time, Permanent
Pay: £22,000.00-£28,000.00 per year
Benefits:
* Additional leave
* Casual dress
* Company pension
* Free parking
* On-site parking
* Private medical insurance
Ability to commute/relocate:
* Kent TN8 6SR: reliably commute or plan to relocate before starting work (required)
Application question(s):
* As the office is in a remote location, do you have access to a vehicle to be able to drive to our office in Edenbridge
Education:
* GCSE or equivalent (required)
Experience:
* Customer service: 1 year (preferred)
Language:
* English (required)
Licence/Certification:
* Driving Licence (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person