IT 1st Line Support Engineer

As an IT Support Technician, you will be the 1st point of contact for all IT related issues and queries, tickets are logged via a helpdesk system and must be responded to within the set SLA. These support requests include, but are not limited to, systems access, hardware set up and support, network set up and support, system maintenance and virtual desktop support.

You will be expected to resolve the majority of issues remotely or escalate the issue to the relevant team member if required. You will also be responsible for ensuring customers are kept up-to-date at all times and informed of the status of their ticket. As well as being a technical role this is also customer service so will be expected to always be polite, courteous and have a good phone manner.,

• To provide technical support to requests from customers for all PC/laptop/smart phone hardware, software and associated peripherals via a helpdesk system


• To log support calls and document their outcome to facilitate the resolution of common queries.


• To deploy equipment including new installations and the redeployment of existing equipment.


• To install and configure all hardware and software to the agreed company standards.


• To maintain the existing hardware by performing upgrades, new installations and carrying out routine procedures.


• To assist in the compilation and maintenance of an accurate inventory of hardware and software.


• To undertake such other work as may be assigned by the IT Manager which is consistent with the nature of the job and its level of responsibility.


• To develop and maintain active and progressive working relationships with all members of the company.


• To maintain personal and professional development to meet the changing demands of the job to and to participate in appropriate training activities.


• To undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this job


• To liaise with colleagues in all Directorate Support and Technical Development teams to ensure continuity of service for all users.



• Recognise potential improvements to IT systems and processes. Recommend these during 1-2-1 or team meetings to improve the IT support to the group.


• Operate within the appropriate health and safety regulations. Ensure anything posing a risk is reported.
  
  Windows 10 and Microsoft Office suite


• Excellent written and communication skills


• Ability to work within timescales


• Entry level networking understanding


Desirable but not essential

• VMware understanding


• Office 365


• Knowledge of social care industry


• Driving licence
  
  Keys Group is one of the largest care and education providers for children and young people in the UK. Comprising several different specialist divisions Keys offers excellent service and care. Owning 100+ care homes and schools and employing 2000 + staff the role would be providing IT support to all Keys Group employees.