Key Responsibilities:
- Provide first-line technical support to users via phone, email and ticketing system
- Diagnose and resolve technical issues related to hardware, software and networks
- Escalate complex issues to second line and third-party support teams where necessary
- Maintain accurate records of issues and resolutions using the service desk ticketing system and maintaining work instructions
- Configure and deploy laptops, PCs and mobile devices for end users
- Ensure timely follow-ups and keep users informed of progress on their IT requests
- Support IT projects, including software rollouts and system upgrades
- Contribute to the continuous improvement of IT services and processes
Required Skills & Experience:
- Previous experience in an IT Service Desk or technical support role
- Excellent troubleshooting and problem-solving skills
- Good knowledge of Windows operating systems, Active Directory, Microsoft 365 and Microsoft Teams
- Understanding of basic networking concepts (e.g., DNS, DHCP, VPN)
- Strong communication and interpersonal skills, with the ability to communicate with both technical and non-technical audiences
- Ability to prioritise tasks and work effectively under pressure
Beneficial Skills & Experience:
- Android mobile device configuration and troubleshooting
- MS Windows Server management including Hyper-V environments
- Cisco IOS network device management, configuration and fault diagnosis (Switches/APs/Firewall)
- Group Policy Management
- Cisco Telephony
- Sophos Central Anti-Virus and Threat Protection
- VEEAM Backup and Replication
Working hours are 40 hours per week Monday - Friday 08:00 - 17:00
This role will require participation in the IS on-call rota. Employees are required to be available for 24-hour support. On-call commences at 17:00 on the first Friday, and finishes at 08:00 on the second Friday of their rostered week
Salary - £30,000.00 per annum +£2,400.00 on call allowance per annum
If you would like to apply for this position, please email your CV and a brief cover letter to recruitment@kettle.co.uk