1st Line Support Technician

An exciting new opportunity has arisen for an ambitious, hardworking 1st line support Technician to join our busy Helpdesk in Cardiff. 

What you’ll do 

 

As a technical support employee, you’ll be monitoring and maintaining the computer systems and networks of our school and business customers. The role is customer facing where you will provide 1:1 support for our end users, along with remote telephone support.

If there are any issues or changes required, such as forgotten passwords, viruses or email issues, you’ll be the first person employees will come to, either face to face, over the phone or via email.

 

ROLE / RESPONSIBILITIES

Your challenge as an IT 1st Line Support Advisor:

  • Handle the day to day enquiries received from clients and customers.

  • Conduct 1st Line Support assistance to diagnose and resolve client queries.

  • Adhere to Service Level Agreements and ensure a high quality service is provided at all times.

  • Where required, escalate issues to the correct team or department.

  • Use your sound IT knowledge to fact-find and problem solve.

  • Knowledge of Windows 10.

  • PC/Laptop Hardware Knowledge.

  • Knowledge of the Welsh language would be advantageous. 

Personnel Skills

  • Good written and verbal communication skills.

  • Good organisational and problem-solving skills.

  • Demonstrate a high level of independence, judgment and initiative.

  • Be totally self-motivated and self-managed.

  • Prioritisation of own work. 

  • Flexible approach to workload and duties.

  • You will be punctual, reliable and flexible.

Please email an up to date C.V to hr@i-teach.org.uk

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© iTeach Wales Ltd. 

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