Technical Support Assistant

Job Summary

We are seeking a proactive and detail-oriented Technical Support Assistant to join our dynamic IT team. In this role, you will be the first point of contact for technical issues, providing essential support to ensure smooth operation of computer systems, networks, and hardware.

Responsibilities

• Provide timely and effective technical support to end-users via help desk tickets, phone, or email, resolving issues related to hardware, software, and network connectivity.
• Assist with desktop support tasks including installing, configuring, and maintaining computers and peripherals across various operating systems such as Windows, macOS, and Linux.
• Troubleshoot software problems involving Microsoft Office applications, operating systems, VPNs (Virtual Private Networks), firewalls, DNS (Domain Name System), TCP/IP protocols, and other network services.
• Support network infrastructure components including LAN (Local Area Network), TCP/IP configurations, switches, routers, firewalls, and wireless access points.
• Manage user accounts and permissions using Active Directory and assist with software deployment using tools like SCCM (System Center Configuration Manager).
• Collaborate with team members to escalate complex issues using BMC Remedy or ServiceNow ticketing systems; document resolutions clearly for future reference.
• Conduct hardware diagnostics on computers and peripherals; assist with upgrades or replacements as needed to ensure optimal performance.
• Support remote access solutions such as VPNs and assist users in troubleshooting connectivity issues.
• Maintain up-to-date knowledge of operating systems including Windows and macOS; stay informed about emerging technologies relevant to IT support.

Requirements

• Demonstrated experience in technical support or IT support roles with a strong understanding of computer networking concepts such as LAN, DNS, TCP/IP protocols.
• Proficiency in desktop support tasks involving Windows (including Windows Server environments), macOS, Linux operating systems, and computer hardware troubleshooting.
• Familiarity with Active Directory management, Microsoft Office suite troubleshooting, VPN setup/configuration, firewall management, and network analysis tools.
• Knowledge of software deployment tools such as SCCM; understanding of DNS management and TCP/IP troubleshooting techniques.
• Ability to analyze problems quickly and develop effective solutions while maintaining a positive attitude under pressure.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are advantageous but not mandatory.

Pay: £26,000.00 per year

Benefits:

• Free or subsidised travel
• Health & wellbeing programme
• Relocation assistance
• Shuttle service provided

Work Location: In person