Duties and Responsibilities:
  • As part of a team, provide 1st and 2nd line technical support; answering support queries via phone and email.
  • Pro-actively check and maintain customer infrastructure, systems & backups.
  • Regularly visit customer sites to provide onsite troubleshooting, support and hardware/software installations.
  • Maintain a high degree of customer service for all support queries and adhere to all service management/ITIL principles.
  • Take ownership of user faults and requests and be proactive when dealing with user issues.
  • Log every fault and request as a separate ticket on the ticket logging system.
  • Support users in the use of Computer equipment by providing necessary training and advice.
  • Allocate and escalate relevant tickets to other members of the IT Support team when appropriate.
  • Arrange for external, third party, technical support where problems cannot be resolved in house.
  • To log all actions and time on the appropriate customer ticket.
  • Work on all tickets according to SLA events and priority.
  • Proactively communicate with the customer by phone and via the ticket during the life cycle of the support fault or request.
  • Follow and adhere to all of the appropriate, documented procedures for repeatable tasks.
Skills / Attributes Required:
  • At least 3 years’ IT Service Desk experience.
  • Experience with an IT Managed Service Provider beneficial.
  • Excellent telephone manner.
  • Excellent customer service skills.
  • Excellent written & verbal communication skills.
  • Must be able to develop a good rapport with all customers and colleagues and present a helpful and co-operative manner.
  • Experience of using ticket logging software.
  • Strong knowledge of Windows 10 & Microsoft 365.
  • Understanding of PC hardware set-up and configuration.
  • General networking proficiency (DHCP, DNS, vLANS, etc)
  • English & Maths to GCSE Grade C or above
  • Microsoft & ITIL Certifications would be beneficial.
  • Full, clean UK driving license
How to apply

Please send your C.V to:
careers@epoq-it.co.uk

(Strictly no Agencies)

Mill House
1 Soho Mills
Town Lane
Wooburn Green
HP10 0PF

Sales: 01494 976939

All Other Enquiries & Support: 01494 444065

Company Registration No. 4506070

VAT No. 795 3850 80

© 2024 Epoq IT, all rights reserved

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