• Name
    : Belinda
  • Our client is a rapidly expanding IT business based in Borehamwood, Hertfordshire. They support small to medium sized businesses in greater and central London ranging from 5 users to 200 users. They are currently looking for 1st Line Technical Support.

    Job Purpose: To provide the first line of technical support for the workstations, devices and networks of our business clients. Typically they are between 5 – 150 users and operate Microsoft operating systems.
    You will be the first point of contact for the client and will provide a friendly and professional service. You will use your troubleshooting and technical skills to document, diagnose, troubleshoot and provide desktop and desktop application support. You will work with a second line support technician and be managed by the Helpdesk Manager.

    Key Responsibilities and Duties :

    • Answer the phone and respond to emails in a professional and polite manner and in accordance with the agreed structure and our Service Level Agreement (SLA)

    • Take down and document detailed information about the customer’s issue including user details, device details, error messages and other information

    • Log, update and close tickets on the helpdesk ticketing system in full detail

    • Follow defined and thorough troubleshooting and diagnostic steps to resolve problems over the telephone, remotely, onsite or in house

    • Escalate/assign problems to second line support

    • Undertake testing and troubleshooting work remotely, by telephone, on-site and in-house

    • Work with other first and second line support and the technical manager to setup and configure new devices and computers according to instructions and procedures

    • Basic user administration in house and hosted server roles

    • Check backups and troubleshoot any problems

    • Work with third party suppliers to troubleshoot, diagnose and solve technical problems

    • Production of basic instruction sheets for clients

    • Occasionally out of hours work will be required, this will be compensated for by Time Off In Lieu or overtime pay

    Technical Skills :

    • Excellent Microsoft Windows experience from Windows 2000/XP to Windows 8, including: o Troubleshooting

    o Installing

    o Fixing and repairing hardware and software errors

    o Upgrading

    o Testing

    • Experience with line of business applications such as MS Office (all versions) Sage, Adobe Reader and with an attitude to quickly understand other third party applications as well

    • Understand cabling and patching network devices

    • Experience of working in domain and workgroup environments

    • Exposure to Small Business Server 2003, 2008, 2011 and Server 2003, 2008 and 2012

    • Good experience of Outlook connected to Exchange Server (Exchange Server versions 2003, 2007, 2010), POP and IMAP

    • Networking


    o Router and Switch configuration

    o Port Forwarding

    o Understanding of WAN/LAN

    o VPN configuration (Firewall and Windows level)

    • Antivirus install, troubleshooting, configuration and clean-ups

    • Acronis Backup setup configuration and troubleshooting

    • Basic web and email hosting experience including

    o Domain name registration

    o Hosting configuration

    o Email and POP3 configuration

    o MX Record and DNS Settings

    • Setup, configure and troubleshoot exchange emails on iOS, Windows and Android mobile devices


    • Driver with own car and full clean UK driving license

    • Part or fully qualified Microsoft Certified would be an advantage

    • Person with good communications skills who genuinely enjoys providing help to people and fixing problems

    • Tenacity to learn about IT, Technologies, Products and with a keenness to improve on personal development/growth in the IT sector

    Salary is negotiable, based on experience.

    If you are interested in applying for this position, send your updated CV to Belinda@recruitment-boutiqu 5;.com »