Job Description

About us

Workflo Solutions is a company in Livingston EH54 5FD. We are fast-paced, demanding and fun, and our goal is to be the leading managed service provider in the UK.

Our work environment includes:

Regular social events Wellness programmes Modern office setting
As our business continues to grow at pace, we have welcomed many new managed IT customers over the past 12 months. To support our continued success and ambitious growth plans, we have a vacancy for an IT helpdesk technician.

We are seeking a 1st/2nd Line Support Technician to join our busy IT department. The successful candidate will have a good understanding of supporting customers and excellent communication skills.

You will have opportunities for career progression so an eagerness to learn is essential.

Key Responsibilities:

1. Provide Technical Support

Respond to helpdesk tickets, phone calls, and emails to assist users with hardware, software, and network issues.

2. Troubleshoot IT Problems

Diagnose and resolve technical issues related to desktops, laptops, mobile devices, printers, and other peripherals.

3. Software Installation & Configuration

Install, configure, and update software applications, including operating systems and security tools.

4. User Account Management

Assist with user onboarding, password resets, and account permissions in systems such as Active Directory, Office 365, and other platforms.

5. Network Support

Troubleshoot basic network issues, including connectivity problems, wireless configurations, and VPN setups.

6. Maintain IT Documentation

Update technical documentation, including ticket logs, knowledge base articles, and procedures for future reference.

7. Equipment Setup & Maintenance

Set up and maintain computers, monitors, phones, and other hardware for new and existing employees.

8. Security Awareness

Assist with implementing security protocols, including antivirus updates, patch management, and user education on security best practices.

9. Remote Support

Provide remote assistance to offsite employees, troubleshooting their issues over remote desktop tools or phone support.

10. Escalate Complex Issues

Escalate unresolved or complex technical problems to higher-level IT staff or third-party vendors when necessary.

11. Backup & Recovery

Monitor backups, perform data recovery tasks, and ensure proper system backups are in place and running effectively.

12. Inventory Management

Track IT inventory, including computers, peripherals, software licenses, and other IT-related assets.

13. Customer Service

Provide friendly, timely, and accurate customer service, ensuring users feel supported and their issues are resolved efficiently.

Must have skills:

Strong knowledge of Windows operating systems

Experience working with active directory

Experience working with Office 365

Strong network troubleshooting skills

Ability to work unsupervised and prioritise work

Must be able to effectively communicate with technical and non-technical customers.

Candidates must have a minimum of 2 years experience in a helpdesk technician role.

Contact: Kris Glen - Technical manager
Job Types: Full-time, Permanent

Pay: 25,000.00-27,000.00 per year

Benefits:

Company events Company pension Employee discount Gym membership On-site parking Private medical insurance
Schedule:

Day shift
Application question(s):

Please list all certificates gained relevant to the role.
Experience:

Help desk: 2 years (required)
Work Location: In person

Reference ID: INDEED/MF/KG/IT