1st Line Support Technician – Stockport, Cheshire.

Our client based near Stockport, Cheshire is currently looking for a skilled 1st Line Technician to be the first point of contact for all customers and will be responsible for identifying appropriate solutions to customer requests and IT service incidents via phone, email or face-to-face.

Key Responsibilities

* Identify appropriate solutions to resolving customer requests and incidents
* Log all issues within the agreed work management system, keeping customers informed at all times of progress
* Assign all tickets which are logged into the work management system via email, escalating to the appropriate support team if required
* Resolve issues on a ‘first-time fix basis wherever possible, and when not possible, escalate to 2nd or 3rd line technicians or to an appropriate third party
* Proactively manage and prioritise the work queue, delivering consistently to agreed SLAs and quality levels
* Provide remote support to colleagues for all IT issues and when needed undertake desk side visits to colleagues at all levels in order to resolve issues
* Ensure regular security and upgrades are applied to desktops and laptops in order to ensure they are kept up to date
* Complete internal desk moves and deploys new desktops
* Identify opportunities for process improvement or change within the IT Service Desk
* Ensure that the Configuration Management Database is kept up to date
* Create and maintain knowledge base articles to enable consistency and learning within the IT Service Desk
* Set up new users, movers and complete leaver requests in accordance with HR requirements

Essential skills and experience
* Previous experience within a 1st line or IT Helpdesk role
* Excellent problem-solving skills
* Confident written and verbal communication skills
* Knowledge of Microsoft Windows 7 & 10
* Knowledge of Microsoft Active Directory
* Experience of laptop & mobile Configuration
* Knowledge of Microsoft Office suite
* Positive approach to learning

Desirable skills and experience

* Experience of working in a regulated business
* Any Microsoft, Cisco or ITIL certifications
* Experience of working in a virtualised IT estate
* An understanding of ITIL Service Management approaches
* Knowledge of Microsoft Exchange 2010
* Experience of working in a Terminal Server or Citrix environment

1st Line Support Technician – Stockport, Cheshire.

If you are interested in this position, please send your CV to apply@adriasolutions.co.uk or call 01625 874399 for more information.

1st Line Support Technician – Stockport, Cheshire.

Job Reference: ZH345566_1543591952

Salary: £20000 - £22000 per annum + Benefits

Salary per: Annum

Job Duration:

Job Start Date: ASAP

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