1st Line IT Support
Oulton Broad
Job Title: 1st Line IT Support Technician Location: Oulton Broad, Suffolk Salary: £25,000 - £28,000 Depending on Experience We are seeking a motivated and customer-focused 1st Line IT Support Technician to join our dynamic IT support team. This role is crucial for providing first-line technical assistance, troubleshooting, and resolving IT-related issues for users within the NHS or a similar healthcare environment. The ideal candidate will have experience working within an NHS IT support environment or with a Managed Service Provider (MSP), delivering exceptional service and contributing to the efficient and smooth running of IT systems. As a 1st Line IT Support Technician, you will serve as the first point of contact for users, assisting with a range of IT issues, ensuring that any technical difficulties are swiftly addressed, and escalating more complex problems where necessary. Key Responsibilities: - Provide first-line technical support via phone, email, and in-person to users across a broad spectrum of businesses. - Troubleshoot and resolve a variety of IT issues, such as hardware malfunctions, software errors, and network connectivity problems. - Log and track support requests using the IT service management (ITSM) system, ensuring accurate documentation of all interactions and resolutions. - Monitor IT systems and services, ensuring any issues are promptly identified and dealt with, minimising downtime for users. - Provide support for standard applications and systems, as well as peripheral devices such as printers, scanners, and mobile devices. - Escalate complex issues, ensuring clear communication about the problem and steps taken so far. - Support the onboarding and offboarding of staff, including setting up hardware, software, and user accounts. - Perform basic system maintenance tasks, such as software updates, patches, and virus scans, to ensure the smooth operation of IT systems. - Assist in the management of IT asset inventories, ensuring that all devices are tracked and updated in the system. - Adhere to the client IT policies and security standards, ensuring compliance with confidentiality and data protection regulations (e.g., GDPR, NHS Data Security and Protection Toolkit). Essential Skills and Experience: - Experience working for a Managed Service Provider (MSP) and familiarity with managing support contracts and SLAs. - Strong knowledge of common desktop operating systems (Windows, MacOS) and mobile devices (iOS, Android). - Basic networking knowledge to assist with issue troubleshooting (TCP/IP, DNS, DHCP, VPN). - Experience with IT service management (ITSM) tools and ticketing systems. - Excellent communication skills, with the ability to clearly explain technical issues to non-technical users. - Strong problem-solving and troubleshooting abilities, with a methodical and patient approach to resolving issues. - Ability to manage and prioritize multiple tasks effectively in a fast-paced environment. - A commitment to providing excellent customer service and support. Desirable Skills: - IT certifications such as ITIL Foundation, CompTIA A+, or equivalent. - Familiarity with NHS-specific systems, applications, and hardware (e.g., Smart Card’s, SystmOne, NHS mail etc.). - Experience with remote desktop support tools (e.g., TeamViewer, Remote Desktop, SimpleHelp). - Knowledge of IT security practices and familiarity with NHS security frameworks. - Experience with Active Directory and user account management. - Knowledge of healthcare-specific systems and standards (e.g., NHS Digital, HSCN, NHSmail). - Microsoft 365 administration experience. - SharePoint 365 experience Working Conditions: - Full-time, 37.5 hours per week. - Some travel may be required between sites or client locations. By law, Right to Work checks will be completed upon the successful appointment of the IT Support Technician. If you are passionate about IT support and have the experience we're looking for, please submit your CV and cover letter detailing your experience, why you are interested in the role, and how you meet the criteria outlined. We look forward to receiving your application! |  |  |  |
Recruiter: Perfect Placement UK Ltd
Salary: £25,000 to £30,000 Per Annum
Reference: ITSup