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IT Support Technician - 1st & 2nd Line


Berkshire (£) Competitive
permanent Job Ref: 5510


Due to continued expansion an exciting opportunity has arisen for an IT Support Technician – 1st & 2nd to join a leading speciality chemical company at their start of the art facility on a permanent basis.

As a key focus of your role you will provide IT 1st & 2nd line support for EMEAI region, escalating requests when required.

IT Support Technician Responsibilities:

  • Provide 1st & 2nd line support for all locations covered by the Service Desk
  • Identify, escalate & resolve customer incidents successfully with a focus on continual service improvement
  • Ensuring IT policies and procedures are adhered to during day-to-day work both within the IT department and across the business as a whole
  • Manage workload & prioritise incidents
  • Report trends and escalation of requests to Service Desk lead
  • Provide feedback in team meetings regarding issues, trends and improvements on the Service Desk
  • Maintain all relevant documentation
  • Proactively develop user information sheets and promote good practice guidelines including; tip sheets, how to guides
  • Build PC’s and redistribute hardware as required. Maintain and complete relevant build documentation to an acceptable standard

IT Support Technician Experience Required:

  • 1st & 2nd line Service Desk experience within a Windows environment is essential
  • Working knowledge of AD
  • Relevant Microsoft Qualification
  • Problem solving and troubleshooting skills.
  • Knowledge of ITIL would be beneficial
  • Ability to communicate clearly and concisely at all levels, particularly over the phone
  • Able to handle multiple tasks simultaneously and prioritise work according to business impact

Competitive salary plus excellent benefits that includes final salary pension scheme

Job Ref: 5510