Job Description

Position Overview

We are seeking a skilled

IT Service Desk Technician

to join our team. The ideal candidate will have prior experience in a similar support role, excellent troubleshooting abilities, and strong communication skills. You will be the first point of contact for technical issues, providing timely resolutions and ensuring minimal downtime for end users.

About Cloud9 Telecom

Cloud9 Telecom is a fast-growing telecommunications company dedicated to delivering reliable, innovative, and customer-focused solutions. With a commitment to delivering cutting-edge solutions and excellent customer service, we are at the forefront of innovation in the telecommunications and IT industry.

Key Responsibilities

First-Line Support:

Provide technical assistance via phone, email, and chat; diagnose and resolve hardware, software, and network issues.

Incident Management:

Log, track, and prioritise incidents in the service desk ticketing system. Troubleshoot within SLAs and escalate complex issues when necessary.

Hardware & Software Troubleshooting:

Install, configure, and maintain desktops, laptops, applications, and peripherals.

Network Support:

Assist with basic network configuration and troubleshoot connectivity issues; work with engineers for more complex problems.

Customer Communication:

Deliver clear, professional updates on the status and resolution of tickets.

Documentation:

Record detailed incident notes and contribute to internal knowledge base articles
Skills:

- Experience in a similar role necessary

- Strong analytical and problem-solving skills

- Excellent communication skills, both written and verbal

- Knowledge of computer networking concepts and protocols

- Familiarity with ticketing system

- Proficiency in various operating systems (Windows, macOS)

- Exceptional customer service skills

- Basic desktop support knowledge (hardware, software, peripherals)

- Proficient in Microsoft Office suite (Word, Excel, PowerPoint)

What We Offer

Company pension scheme On-site parking available Monday to Friday schedule, 9am-5pm Opportunities for professional development Be part of a supportive, innovative, and forward-thinking team
Job Type: Full-time

Pay: 25,000.00-28,000.00 per year

Benefits:

Company pension Free parking On-site parking
Work Location: In person