Technical Support Jobs

Technical support jobs in Aldermaston.  We are looking for a customer-focused and enthusiastic 1st line software support engineer with a genuine interest in solving peoples IT issues and empathetic to customer needs and requirements. The applicant should be technically competent, possess good written and verbal communication skills and be willing to collaborate with the wider IT support teams.

The successful candidate will be someone who can provide first rate customer service. Responsibilities will include providing Helpdesk/Web support through remote tools, telephone assistance and email support. Ownership and management of tickets, including responsibility for the resolution and timely functional escalation within contracted SLAs.

We’re looking for someone to support our service improvement program, proactively contribute to our knowledge management program, and bring ideas and innovation to our service.

Holding DV clearance is a must

The site benefits from a restaurant, coffee shop, parking and good public transport links.

DETAILED JOB DESCRIPTION:

Firstly, manage incoming phone calls/self-service requests/alerts and resolve at first point of contact or make appropriate routing decisions

Secondly, drive tickets and workflows and assertively chase any tickets in queues that are ageing

Also, troubleshoot Windows Operating Systems and MS Office Suite, including Visio, Project and Access

Diagnose and resolve a wide variety of hardware and software faults using remote desktop tools such as password resets, installing printer drivers, reinstallation of applications, and Outlook profile issues.

Likewise, understand author processes, knowledge articles and working instructions

Work within SLA’s and follow escalation paths to the leadership team and product specialists when required

Furthermore, demonstrate the ability to methodically work through issues

Lastly, achieve high levels of customer satisfaction

DESIRABLE SKILLS/QUALIFICATIONS:

Firstly, must be able to deal directly with clients and team members in a friendly and highly confident manner.
Secondly, good working knowledge of Microsoft Windows 10 and Office 365
The candidate should have experience of Active Directory including admin functions.
Likewise, have a high level understanding of Network infrastructure, LAN, WAN, TCP/IP knowledge
Software application delivery via SCCM
Using remote desktop control applications.
Lastly, HP Service Manager 9 and ServiceNow

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