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IT Helpdesk Engineer

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Greenwich | Salary: £14,000 - £18,000 per annum

Added: 09 January 2017 (Ref: AFFITHDE090117)

My client is seeking an IT Helpdesk Engineer to join their internal team.

Role

Your primary responsibility will be to deliver product related functional and technical support to our customers, ensuring the needs of our customers are not only met but exceeded. This is an ideal opportunity for a customer-focused individual with a technical background and a drive to succeed. Through the role you will be given full training on all products as well as professional training on the underlying technologies used, thereby providing exposure to the latest technologies. You will also have a mentor to guide your development within support team and beyond.

Key responsibilities of the role include:

  • To log all customer incidents and tickets accurately in the incident management system
  • Helping our customers achieve their goals by using our solutions to their full potential.
  • Getting involved with customers by engaging with end users via the telephone and remote access software
  • Taking ownership over issues, proactive tasks and projects and see them through to completion
  • Resolve cases using knowledge gained through product training, support documentation and personal knowledge
  • Working closely with our teams, (further expanding your skillset) for support issues, project work and proactive assignment.

What we're looking for:

  • Either an IT related degree (or equivalent) or proven IT experience
  • In-depth knowledge of Microsoft Windows and the differences between operating systems
  • An understanding of network architecture
  • Solid understanding of Active Directory and Exchange Mail systems
  • A willingness to learn new technologies and skills
  • Motivation to meet team goals and objectives
  • The ability to explain complex concepts in layman’s terms
  • Excellent written communication/technical authoring skills
  • Excellent verbal communication skills (including the ability to interact with customers face-to-face)
  • Strong problem solving skills (including the ability to understand when objectives are met)
  • Understanding of Microsoft Office 365
  • Troubleshooting network connectivity issues

 

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