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IT Support Technician


Tyne and Wear

£20,000 - £25,000




IT Support Technician

IT Development/Support Services

Company Description

Our client is an expanding privately owned technology provider, with a reputation for providing an excellent service and after sales support to its multi-sector national customer base. 

You will be joining a friendly team-based family culture, which places a real emphasis on the delivery of a quality service and working in true partnership with its customers.  

Their North East head office is experiencing a sustained period of growth and expansion, with the immediate requirement to recruit an experienced IT Support Technician/Engineer.  You will possess a strong hardware/software background, and any experience with CCTV systems and/or Telecoms would be advantageous. You will provide a full support service to all users of the business, as well as providing support to site installations. There will be a requirement to travel to different customer sites on a national basis – all travel and accommodation expenses will be covered.  

Job Specification

The Role 

  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
  • Maintain jovial relationships with clients

The Person 

  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • Site installation experience. 
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • BS degree in Information Technology, Computer Science or relevant fieldAdditional certification in Microsoft, Linux, Cisco, or similar technologies is a plus

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