1st Line IT Support Technician Job Description Template
Our company is looking for a 1st Line IT Support Technician to join our team.
Responsibilities:
- Help the Real Group teams with technical enquiries;
- Work with various IT systems including a customer relationship management database keeping accurate records and tasks up to date;
- Support Real Group clients with all IT queries;
- Assist with administrative duties based on business needs;
- 1st line Web Administration;
- Respond to client and inhouse emails and tickets;
- Provide basic IT training to team members;
- Assisting customers with installation, configuration and troubleshooting;
- Taking ownership of cases and identifying issues;
- Providing internal technical support to staff with software, hardware and services required;
- Documenting all activities;
- 1st line software support and general helpdesk queries;
- Making and receiving 1st line technical calls and resolving issues quickly and efficiently.
Requirements:
- Knowledge of Windows OS (desktop 7,8,10 and server 2008. 2012+);
- Full UK driving license;
- Eagerness to learn and undertake product specific training;
- Excellent customer communication skills;
- Troubleshooting of multiple software solutions;
- Understanding of networking systems- routers, DNS, firewall configuration;
- Support Real Group clients with all IT queries;
- Respond to client and inhouse emails and tickets;
- 1st line Web Administration;
- Supporting customers’ IT environments and the availability of applications;
- Ensure high standards of customer service at all times providing 1st and 2nd Line Technical Support;
- Receiving and responding to incoming calls and e-mails regarding problems with computers, hardware and software;
- Installing, configuring, maintaining and upgrading computer hardware, operating systems and applications;
- Setting up new users using Azure / Active Directory, Office 365;
- Resetting passwords and changing file and directory permissions.