We’re Hiring – Help Desk Technician

We're Hiring blue

We’re Hiring – Help Desk Technician

Care Computers are looking to expand their team, so if you are seeking to break into a fast-paced technical environment, we have a fantastic opportunity for a full time Help Desk Technician (Tier 1) to join the Care team.

Care Computers are looking for an experienced and dynamic technical professional, who can deliver measurable success. Our ideal candidate is highly motivated, an excellent communicator, can work well within a cooperative and friendly team as well as being able to work on their own initiative. The primary focus of the role is to work with the help desk team to deliver top tier support services to our customer base. The successful candidate must firstly be able to show strong troubleshooting skills and a good knowledge of IT systems in a business environment. Secondly, show they have the initiative to impact positive change to add value to our business. The successful candidate must have a good telephone manner, good IT knowledge is required for this role.

Please pop in, or send your CV’s and Enquiries to hello@carecomputers.co.uk or call 01753 833 177 for more information.

Please find the job description, below:


Help Desk Technician(Tier 1) Office base: Windsor Berkshire
Reports to: Help Desk Manager Department: Service and Support
Job Description:

The Help Desk Technician is responsible for handling 1st level support requests in a professional and timely manner. The Help Desk Technician logs support requests over the phone and works to resolve support requests for our customer base.  This role requires a good base knowledge of all areas of IT and offers a great opportunity to learn and expand on skills.

Working from our Windsor Office, the successful applicant will troubleshoot problems with: workstations, servers, printers, networks, and vendor specific hardware and software on a daily basis.

You may be asked to complete a enhanced DBS check with list checks to work with some of our customers.

Basic Functions:
  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • Basic remote access solution implementation and support: VPN, Remote Desktop Services, and Citrix.
  • Monitor system alerts and notifications, and respond accordingly through service tickets.
  • Communication with customers as required: keeping them informed of incident progress.
  • Informing Account Managers of potential issues as and when required in a proactive manner.
Additional Duties and Responsibilities:
  • Improve customer service, perception, and satisfaction. Fast turnaround of customer requests.
  • Work to Service desk SLA requirements with the ability to work in a team and communicate effectively.
  • Work with the Service Desk Manager to ensure requests are routed to the proper resource.
  • Escalate service requests that require engineer level support.
  • Responsible for entering time and expenses in Kayako ticket system as they occur.
  • Understand processes by entering all work as service tickets in Kayako.
Knowledge, Skills, and/or Abilities Required:  

The requirements listed below are representative of the knowledge, skill, and/or ability desired.

  • Understanding of operating systems, business applications, printing systems, and network systems.
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
  • Diagnosis skills of technical issues with the ability to multi-task and adapt to changes quickly.
  • Technical awareness: the ability to match resources to technical issues appropriately.
  • Service awareness of all organisation’s key services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide services.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated, ability to work in a fast-moving environment. Flexible, in line with Helpdesk hours of cover.
Educational/Vocational/Previous Experience Recommendations:
  • Qualification preferably in computer science or a related field. Math’s, English preferred but not required.
  • 12 months of IT or related experience.
  • Competitive salary based on experience and qualifications.
  • Full on the job training & support.
  • Fun working environment and culture with great opportunity for advancement.

Only local candidates need apply. The statements above are intended to describe the general nature and level of work being performed by people assigned to this job.  Other duties may be assigned as needed.