We’re Hiring…

IT Service Desk Technician

What are we looking for?

The Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level or at the customer site. Excellent customer facing skills is a pre-requisite.

What will you be doing?

• Providing support across the whole line of business both to external and internal customers.
• Build rapport with all service desk customers and colleagues.
• Escalate incidents with accurate documentation to suitable technician or vendor, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution within our ticketing system.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as required.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Troubleshoot connectivity issues over a wide range of technologies such as broadband, ADSL, FTTC, FTTP and many more.
• Troubleshoot through to resolution customer telephony issues.
• Troubleshoot issues with services including internet connectivity, backups and telephony.
• Troubleshoot issues with services including internet connectivity, backups and telephony.
• Install antivirus software and ensure virus definitions are up to date. Ensure all patch levels are up to date.
• Perform preventative maintenance, including checking and cleaning of servers, desktops, laptops and other devices as required at both software and hardware level.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups.
• Develop help sheets and FAQ lists for end users and internal staff.
• Contribute to technician knowledgebase and training as needed.
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual service improvement.
Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• Alert management to emerging trends in incidents.
• Deploy pre-packaged software as needed using automated deployment tools.
• Assist in software releases and rollouts according to change management best practices.
• Any other responsibilities that are deemed a requirement of the post

Have you got what it takes?

Formal Education & Certification

• College Education or university degree in a computer related subject or 3 years equivalent work experience.
• Any Certification in an IT related field is advantageous such as A+ or MCP.

Knowledge & Experience preferred

• Knowledge of computer hardware, including desktops, laptops, servers, NAS, network equipment, routers and telephony.
• Experience with desktop and server operating systems, including all Microsoft’s current OS stack.
• Extensive application support experience with all Microsoft applications both on site and cloud based.
• Working knowledge of telephony and broadband technologies e.g., FTTC, ADSL, FTTP.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes would be advantageous.
• Adherence to and positive promotion of established Signal IT Solutions Core Values.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.
• Fluent English language skills.

Personal Attributes

• Ability to conduct research into a wide range of computing issues is required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Ability to give and receive constructive criticism and engage with peers
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service skillset.
• Experience working in a team-oriented, collaborative environment.

Work Conditions

• 37.5-hour work week.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Benefits – What’s in it for you?

As well as offering a great salary and pension contributions, we provide technical training and incentives to achieve certifications. We are also based in a fantastic location near the M5 Junction 19 with local shops, marina and gym facilities and onsite parking.

Our Core Values

Support our clients to:

+ Integrity – Each activity is undertaken with an open and honest approach. Any potential adverse factors are highlighted with constructive feedback encouraged in order to work towards resolution and thus avoid conflict.
+ Ownership – Each endeavour is undertaken with a focus on (and responsibility for) completion and delivery of a quality outcome within a target timescale.
+ Communication – Each interaction (whether spoken or written) is undertaken with a focus on clear and comprehensive communication using professional language, courteous tone and detailed/accurate content.
+ Agility – Each opportunity or endeavour is considered based on merit and risk vs reward. Opportunities and alternative changes can be undertaken with speed and flexibility.
+ Passion – Each endeavour is undertaken with energy and a drive to succeed. Negative energy/conflict is avoided through integrity.
+ Reputation – Each interaction and activity is undertaken with a mindfulness of both the impact and perception within the business and to existing/potential clients.
+ Security-Focus – Each activity is considered within the context of cyber and physical security with efforts to ensure adherence to minimum expected standards and best practice.