IT Support Engineer – 1st Line Help Desk Technician

  • Job Reference: AWDO-P4970
  • Date Posted: 12 August 2019
  • Recruiter: Guide Dogs
  • Location: Reading, Berkshire
  • Salary: £21,568 to £22,838
  • Bonus/Benefits: + Excellent Benefits
  • Sector: I.T. & Communications
  • Job Type: Permanent
  • Work Hours: Full Time
  • Contact: CV Response Team

Job Description

IT Support Engineer / 1st Line Help Desk Technician that has an IT related certification and proven strong ability in customer service is required for a busy Service Desk by the Guide Dogs.

 

SALARY: £21,568 - £22,838 per annum

BENEFITS: 26 Days Holiday plus Bank Holidays (rising to 28 days after 3 years’ service), Contributory Pension Plan, Flexible Benefits (includes: Gym Membership, Travel Insurance, Healthcare and Hospital Treatment Plan, Dental Insurance, Additional Life Assurance, Health Screening, Buying and Selling Annual Leave (up to 3 days), Cashback on Salary (up to 2% of salary equivalent)), Retail Discount and Cashback Scheme, Employee Assistance Programme, Enhanced Occupational Sick, Maternity, Paternity and Adoption Pay above statutory minimum, Childcare Vouchers and Eye Care Vouchers

LOCATION: Reading, Berkshire

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 37.5 Hours per Week, Monday to Friday

 

APPLICATION PROCESS: Once we’ve reviewed your CV, we will email over some extra details regarding the application process that you will need to complete as soon as possible. Please keep an eye out for our email.

 

** Join and Help this Great Charity **

 

JOB OVERVIEW

We have a fantastic new job opportunity for an IT Support Engineer / 1st Line Help Desk Technician that has an IT related certification and is looking for a career development opportunity within a busy Service Desk environment.

Working as the IT Support Engineer / 1st Line Help Desk Technician you will be the first point of contact for all IS related queries from all Guide Dogs sites and remotely based Home Workers, and will be required to troubleshoot and resolve or escalate the query to either the Second Line or the appropriate department within the organisation.

As the IT Support Engineer / 1st Line Help Desk Technician you will have a great telephone manner with good written and verbal communication skills. You will have excellent troubleshooting and problem solving skills with some experience supporting Users with technical issues covering MS Windows, Microsoft Office, PCs / Desktops, Laptops, Printers and networking issues etc.

As a successful candidate, you will have an exciting opportunity to work in a growing and fulfilling environment where your efforts will be greatly appreciated by Guide Dogs and the thousands of people they help.

 

DUTIES

Your duties and responsibilities as the IT Support Engineer / 1st Line Help Desk Technician:

  • Provide technical support to all Company Users on-site and home based remote workers
  • Record all IT related queries and issues reported to the Service Desk in the call management system
  • Monitor and respond to automatically logged incidents within the call management system
  • Identify and escalate incidents outside of first line support capabilities to the second line support technicians
  • Identify incidents related to other IS departments and transfer to the relevant support team
  • Deal with technical queries requiring solutions within a structured service delivery framework
  • Consult with the Lead Support Technician and Senior Support Technicians as required
  • Implement technical solutions and improvements to user capability and self-sufficiency in technology and applications
  • Plan and organise workload based on the priority needs of users
  • Identify, evaluate, recommend and implement new products
  • Supervise external suppliers
  • Analyse, troubleshoot, build, configure and install PC based hardware, operating systems and apps

 

WORKING AT GUIDE DOGS

Working at Guide Dogs is much more than just a job. Through the values that guide our work, we make a real difference, and change lives.

We believe that wellbeing at work is about creating an environment to promote a state of contentment which allows all employees to flourish and achieve their full potential for the benefit of themselves and for Guide Dogs.

As a member of staff, we offer you a wide range of benefits to suit your individual needs. These include; 26 days’ holiday plus bank holidays (rising to 28 days after 3 years' service), flexible benefits package and a defined contribution group personal pension plan.

 

IDEAL CANDIDATE REQUIREMENTS

  • IT related certification – ICT, MCP, CompTIA, ITIL Foundation qualification or relevant experience
  • Experience of working in an IS Service Desk environment providing 1st line level support in a multi-site organisation including remote workers is highly desirable
  • Proven strong ability in customer service, building and maintaining relationships with users at all levels
  • Proven experience with MS Office 2016 applications, MS Windows 7/10, PC hardware (Laptops, desktops, printers etc), Microsoft Active Directory, Microsoft Windows Service 2008/2012/2016, Microsoft Office 365, Microsoft Exchange 2010/2016, Apple Mac hardware and software, and Microsoft Intune
  • Experience of hardware and software troubleshooting of PC compatibles
  • Experience of troubleshooting within a network environment including remote access
  • Awareness and knowledge of networking principles and practices
  • Ability to identify and select appropriate technical solutions
  • Ability to support Users with limited IS skills or a visual impairment
  • Ability to plan workload and work in a pressurised environment
  • Ability to prioritise and plan workload in a pressurised environment
  • Eligibility to work in the UK

As this role requires an Enhanced Disclosure check the start date for the successful candidate will only be confirmed upon receipt of the check.

The Charity is committed to safeguarding and promoting the welfare of all children, young people and vulnerable adults with whom they work. They expect all of their employees and volunteers to fully share this commitment.

Please note: we reserve the right to close any of our vacancies early.

 

HOW TO APPLY

APPLICATION PROCESS: Once we’ve reviewed your CV, we will email over some extra details regarding the application process that you will need to complete as soon as possible. Please keep an eye out for our email.

CV’s of Job Applicants meeting this requirement may also be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P4970

This job is being advertised by AWD online on behalf of Guide Dogs

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