Support & Solutions Associate

Support & Solutions Associate

Job Summary

Join our dynamic team as a Support & Solutions Associate, where your technical expertise and customer service skills will drive exceptional IT support experiences. In this role, you will serve as a vital link between end-users and technology, providing proactive solutions to complex technical issues. Your energetic approach will ensure seamless support across various operating systems, hardware, and network environments, empowering users to work efficiently and confidently. This paid position offers an exciting opportunity to develop your IT support skills in a fast-paced, collaborative setting.

Duties

• Provide first-line technical support to end-users via help desk platforms such as ServiceNow and Jira, resolving issues related to hardware, software, and network connectivity.
• Troubleshoot and resolve software problems on Windows, macOS, Linux operating systems, including Microsoft Office applications and custom enterprise software.
• Assist with desktop support tasks such as configuring computers, installing updates, and managing peripherals like printers and scanners.
• Support network infrastructure by diagnosing issues related to computer networking components including LAN, VPN, firewall configurations, DNS, TCP/IP protocols, and TCP troubleshooting.
• Manage user accounts and permissions within Active Directory and assist with password resets or account lockouts.
• Collaborate with teams on software deployment using SCCM or similar tools; support operating system upgrades and hardware replacements.
• Document incidents thoroughly using BMC Remedy or ServiceNow; escalate complex issues to specialized teams when necessary.
• Maintain excellent communication with users by providing clear guidance and updates throughout the troubleshooting process.

Qualifications

• Proven experience in technical support or IT support roles with a focus on help desk operations.
• Strong understanding of computer hardware components and troubleshooting techniques.
• Familiarity with operating systems including Windows, macOS, Linux; experience supporting Microsoft Windows Server environments is a plus.
• Knowledge of networking concepts such as LAN/WAN, TCP/IP protocols, DNS management, VPN setup, firewalls, and TCP troubleshooting.
• Experience working with Active Directory for user management; familiarity with SCCM for software deployment is desirable.
• Proficiency in using ticketing systems like ServiceNow or BMC Remedy for incident tracking and resolution documentation.
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
• Ability to analyze issues quickly and develop effective solutions under pressure.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA) are advantageous but not mandatory.

Embark on a rewarding journey where your technical prowess fuels innovation and customer satisfaction! We are committed to fostering an inclusive environment that supports your growth while delivering top-tier IT solutions across diverse platforms and networks.

Pay: £30,000.00-£40,000.00 per year

Benefits:

• Flexitime
• Gym membership
• Health & wellbeing programme
• Transport links

Work Location: In person