Helpdesk Technician
Cygnet IT Services CIC provides IT support and services to education, business and charity customers in Sutton and surrounding areas.
The ideal candidate will have a keen interest in IT and previous experience working in an IT support environment will be beneficial but not essential. You will be expected to provide high quality 1st line support and assistance to our customers over the phone, via email and by using specialist remote support tools.
The role will be responsible for monitoring our service desk, raising and managing service desk tickets. You will help ensure that ticket information is accurate and that tickets are progressed though the support lifecycle in line with our Service Level commitments.
The Helpdesk Technician will be based at our offices in Wallington, working closely with the whole technical services team, however, travelling to customer sites may be required occasionally.
Duties will include:
- Act as the first point of contact for all support requests.
- Ensure all support requests are logged correctly whilst following the appropriate processes and procedures.
- Perform the initial triage of support requests, resolving tickets where possible.
- Assign or escalate tickets to an appropriate member of the Cygnet team where necessary.
- Monitor tickets and ensure they are actioned to meet the Service Level Agreements.
- Monitor the progress of tickets for the technical services team and identify tickets that are stale or require action.
Skills required:
- Good written and spoken communication and customer service skills.
- A pro-active approach to IT support and customer service.
- A keen interest in technology and IT.
- The ability to work independently using your own initiative as well as part of a team.
- Ability to work under pressure and multi-task.
- Be responsive to the needs of the company and be able to adapt your approach to meet new requirements.
- Be able to explain technical concepts in simple terms to peers, end-users and customers.
- Willing to continually learn and develop your skills.
- Be able to maintain a high degree of customer service for all customer queries and interactions.
- A methodical and thorough approach to troubleshooting support requests.
Helpdesk Technician
Salary up to £19,000, including 5% pension and training scheme.
Full time, 37.5 hours per week.
For further information and a full job description, please contact recruitment@cygnet.it
Applications will be reviewed on receipt.
IT Support Engineer (Field based)
Cygnet IT Services CIC provides IT support and services to education, business and charity customers in Sutton and surrounding areas.
The ideal candidate will have a keen interest in IT and previous experience working in an IT support environment. You will be expected to provide high quality 1st and 2nd line support and assistance to our customers as part of our field team.
Closely liaising with customer’s internal IT support or their end users and senior managers you will build strong relationships and achieve a high level of customer satisfaction. When not on-site with customers, you will provide additional support for the office-based Service Desk.
Applicants must hold a full driving licence and have access to a vehicle (travel expenses will be repaid) as the IT Support Engineer will be predominantly field based, with occasional periods working from our newly refurbished office in Wallington.
Duties will include:
- To provide on-site support and consultancy as required in accordance with customer’s needs. Resolving networking, hardware and software issues and providing preventative maintenance.
- To carry our fault diagnosis on-site and remotely, rectifying faults and where required arranging additional courses of action such as referral to senior staff or arranging third party maintenance or support.
- To ensure all items are logged correctly through the Service Desk following set procedures.
- To ensure tickets are assigned, monitored and actioned to meet Service Level Agreements.
- To ensure customers have relevant and concise updates and feedback when working on their requests.
Skills required:
- A pro-active approach to IT support and customer service.
- A keen interest in technology and IT.
- Must have the ability to work unsupervised and to manage time and workload effectively, ensuring tasks are completed in a timely and efficient manner.
- Ability to work under pressure and multi-task.
- Good understanding and experience of Windows 7, 10 and Windows Server.
- Working understanding and experience of Active Directory, DNS and Group Policy.
- Experience of supporting network and Wi-Fi equipment.
- Experience of documenting technical procedures, infrastructures and system configuration.
- Be able to explain technical concepts in simple terms to peers, end-users and customers.
- Willing to continually learn and develop your skills.
- Be able to maintain a high degree of customer service for all customer queries and interactions.
- A methodical and thorough approach to troubleshooting support requests.
IT Support Engineer
Salary range £24,000-£28,000, 5% pension, mileage, and training scheme.
Full time, 37.5 hours per week, Monday to Friday
Reference ID: Fieldtech-20211015
For further information and a full job description, please contact recruitment@cygnet.it
Applications will be reviewed on receipt.
