Job Title: IT Support Technician – 1st / 2nd Line
Location: York, North Yorkshire
Salary: £20k – £23k dependent on experience
Job type: Permanent, Full time (8:30am – 5pm)
Optisoft is one of the market leaders in providing specialist IT solutions for opticians and the optical profession. Our head office is in York and we service customers based throughout the UK and Ireland.
About the Role
We’re currently looking for an experienced IT professional to join the Support Desk Team in providing a high quality and efficient service to over 1000 customers with their hardware and software.
The ideal candidate will have a passion for computers, be able to demonstrate an in-depth knowledge of the Microsoft Windows operating system environment and have at least 2 years Support Desk experience of troubleshooting and resolving common problems experienced by users.
Responsibilities will include:
- Provide telephone support for customers in difficulty with software or hardware
- Analyse and resolve the customer’s problems as quickly and efficiently as possible
- Dial in to the customer’s system to provide remote support when necessary
- Log all calls on the company’s support software and update as necessary
- Document and report ‘bugs’ / ‘change requests’ to Development
- Make courtesy calls to customers who have not contacted the Support Desk for more than 6 months
- There may be some travel to customer sites across the UK, which may involve overnight stays. The company pool car would be made available for this
About You:
Essential Skills
- Hands-on experience working in an end-user desktop support role (Minimum 2 years)
- Thorough understanding of PC hardware, peripherals and peer to peer networking
- Good knowledge of Microsoft Windows desktop environment and Office suite
- Full and clean UK driving license
Desirable Skills
- Microsoft (or similar) accredited training would be advantageous
- LogMeIn remote support software
- Diagnostic utilities, such as anti-virus, anti-malware and more
- Experience of supporting SQL Server based applications
Personal Characteristics
- Excellent communications skills and a good telephone manner
- Good attention to detail and the ability to work under pressure
- A calm, patient and professional demeanour
- Ability to plan and execute work both independently and as a team member
- Self-motivation to learn new skills and update existing ones
- Reliable and punctual
Benefits:
- Opportunities to learn and progress within the company
- Holidays starting at 24 days increasing to 29 for long term service
- Death in service and critical Illness cover
- Auto-enrolment into pension scheme (Royal London – 5% employee / 3% employer)
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the relevant experience or job titles of; IT Support Engineer, IT Service Engineer, IT Service Desk Technician, 2nd Line Helpdesk Engineer, IT Support Technician, 2nd Line Support Engineer, Support Technician, 2nd Line Support Technician, Technical Support, IT Support, 2nd Line Support and Support Desk Consultant may also be considered for this role.
