Address
Studio 1 Charity House
14-16 Perserverance Works
Shoreditch
E2 8DD

Email
info@fourthfloor.net

Phone
+44 (0) 203 327 8820

Job Board

Even if nothing takes your
fancy, we’re always keen
to hear from talented
people who get what we
do, why we do it and want
to work with us.

If this sounds like you, you
can tell us a bit about
yourself and send us your
CV here.

IT Support Technician

Job Ref:

FF-JD-002

Reporting to:

Director

Job Type:

Full-time (37.5 hrs/wk)

Hours:

0930-1800

Location:

Shoreditch, London

Salary:

25,000 GBP per annum

Scope:


The role will take responsibility for assisting the team in delivering a first-class support service to all clients and users. You will resolve issues in person, over the phone or via remote connectivity from our office in Farringdon. You will take responsibility for responding to ticket and telephone raised queries. The role is extremely varied and requires a real team player who can manage their time efficiently and prioritise or escalate technical issues to ensure a prompt closure. You will be required to visit client offices regularly, when an issue cannot be resolved remotely or for planned installation works. 

Key Responsibilities:

  • Monitoring of the Halo ticket logging system
  • Answering calls via the 3CX telephone system 
  • Logging all support calls via the Halo system 
  • Providing technical support, responding to support queries across entire client base 
  • To maintain a high degree of customer service when responding to support issues 
  • To take ownership of support issues and seek closure ensuring all relevant procedures are followed 
  • Escalation of more complex support issues to the relevant team member 
  • Installation, configuration and deployment of new and existing hardware and software
  • Ability to travel and support users in clients offices

Knowledge & Expertise:

  • Proven experience in a similar IT support role with end user facing responsibilities 

  • Previous support experience or equivalent 

  • Previous experience with call logging systems and remote support tools 

  • Experience with Microsoft 365 administration and other mail platforms 

  • Experience supporting macOS and Windows operating systems 

  • A good understanding of PC hardware 

  • A good understanding of server environments and Active Directory 

  • A good understanding of networking and routing 

Qualifications:

  • Degree/HND or equivalent in a relevant subject, or demonstrable significant IT support technician work experience. 

  • Ideally a minimum of two years’ experience in a similar rile within an IT managed service.

Personal Characteristics:

  • Strong logical thought driven troubleshooting skills 

  • Personal resilience and being skilled at working in challenging and frustrating situations 

  • Able to adapt approach and style to each situation 

  • Excellent written and oral communication skills 

  • Proficient in planning and organising your workload 

  • Strong attention to detail and accuracy to ensure all tasks are handled correctly and completed in good time 

  • A confident individual who has high levels of self-awareness and can deliver results with conviction and passion 

  • A team player and good communicator who engages with their peers to drive continuous improvement 

  • Excellent telephone manner 

  • Hold a full, clean driving license

Work Eligibility

Applicants must have the existing and ongoing right to work in the UK without restrictions as sponsorship for visas is not provided.

Please apply by submitting your CV along with a tailored supporting statement outlining your suitability with specifics relating to the requirements of the role and your experience.