Job Description

About us

S2 Computers Ltd is a small business in Norwich, Norfolk. We are innovative, fast-paced and customer-centric, and our goal is to We believe that great technology makes the world a better place. We also believe that human relationships are at the heart of all great businesses. It's our mission to improve our customers' working lives so dramatically with technology and service that they couldn't ever imagine going to anyone else.

Our work environment includes:

On-the-job training Company perks Relaxed atmosphere Casual work attire

JOB TITLE: Level 1 IT Support Technician

HOURS OF WORK: 40 hours per week

LEAVE ENTITLEMENT: 28 days per year

RESPONSIBLE TO: Service Desk Team

overview

The number one goal of everyone in our team is to make our Clients exceptionally happy. The

IT Helpdesk Technician

plays an important role in making sure that happens.

The

IT Helpdesk Technician

handles the first level support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way.

When help is needed the

IT Helpdesk Technician

can get help from or escalate issues to other members in

Service Delivery Team

.

RESPONSIBILITIES & TASKS

Customer service

Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
Delight our Clients with a Friendly, Quick and Helpful Experience
Provide the Client with remote troubleshooting
Focus on making every work hour a profitable hour for the company

USE of our TICKETING SYSTEM

Dispatch tickets to the relevant member of the service team to provide clients with the best experience
Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
Managing and recording all work in real time though our Ticketing System
Make sure that Client Documentation in well maintained
Split tickets that have several issues into their own individual ticket
Make sure that tickets aren't "stale" throughout the process

USE of our MONITORING & MANAGEMENT TOOL

Review RMM dashboard and apply remediation actions as indicated by our Processes
Review regularly scheduled/automated actions as indicated by our Processes

PROJECT WORK

From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise then IT Technicians will be required to help with project delivery

communication, Reporting & risk

Escalate tickets that require Senior Helpdesk Engineer support
Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
Submit Timesheets & Expense reports as per company processes
Identify, Communicate and Mitigate potential risks to the

Service Desk Manager

and Clients

team work

Follow the schedule provided by the Service Desk Manager or Service Desk Leader / Dispatcher
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
Identify opportunities for improvement and make constructive suggestions for change. Contribute to the process of innovative change effectively
Share technical knowledge and help mentor fellow techs wherever possible
Undertake other duties as required by the

Service Desk Leader

,

Service Desk Manager

or

CTO

skills and attributes desired

A love of (and ability to) Solve Problems & Challenges
Great Communications skills, founded in being a good listener
An understanding of support tools, techniques and how technology is used to provide services
Strong understanding of operating systems, business applications, printing systems and network systems
Must be able to type quickly and accurately while talking on the phone
A deep desire to deliver an amazing Client Experience
Knowledge of IT Applications, Software & Hardware
The ability to speak both Geek

and

human
Great Communications skills, founded in being a good listener
IT literate - Advanced user level
A deep desire to deliver an amazing Client Experience
Full UK Drivers license
The ability to speak both Geek

and

Human
The ability to keep up with & adapt to the fast-paced IT world

nice to have

Experience using a Ticketing system / RMM Tool and PSA software
Experience providing support via remote tools
Experience handling Technical Service Tickets
Experience and knowledge of working with the Microsoft 365 Platform
Client Experience Certifications such as Helpdesk Habits etc.
Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

Perks

Get your birthday off

Generous incentives for reaching Training and Company Goals with half an hours training time per working day to continue your learning

An easy-going environment and culture (we all enjoy what we do)

The flexibility to work from home one day a week (only once probation period is passed)

High-Powered Laptop

A Proactive Approach to Ongoing Training to help you develop life-long skills

CAREER GROWTH

For someone looking to progress their role, the

IT Helpdesk Technician

naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, CTO or Service Desk Manager.

NO RECRUITMENT AGENCIES!

Job Types: Full-time, Permanent

Pay: 25,000.00-28,000.00 per year

Benefits:

Casual dress Company events Company pension Free parking On-site parking Private dental insurance Private medical insurance Work from home
Schedule:

8 hour shift
Experience:

working on an IT Helpdesk: 1 year (required)
Licence/Certification:

Driving Licence (required)
Work Location: In person