Job: IT Helpdesk Engineer, Liverpool Recruitment Company

IT Helpdesk Engineer required for prosperous Network Support Business. Minimum of 2 years on-site installation/support experience desirable. Windows 2000/2003 server; active directory, use of remote access and support features of Windows 2000 and NT. A thorough support knowledge of MS Exchange 2003, Windows XP Professional, Windows 2000 Professional, Windows NT Workstation, Windows NT4 Server, Windows 2000 Server, Windows 2003 Server. Excellent knowledge of MS Office 2003.

Extensive knowledge of all PC peripherals, including PDA's, Blackberry etc. Knowledge of network protocols viz. TCP/IP, DNS, DHCP, FTP, SMTP, SNMP, LDAP. Maintaining security action for controlling user's activities, as well as virus protection. Managing backups for LANs with Veritas Backup Exec. Demonstrated experience of dealing with ISPs and troubleshooting network problems. Some project work, that will enhance the service from the Helpdesk function.

You will be taking full ownership of the calls that you take: from logging the support calls that come in to the helpdesk, to working with users to resolve IT issues and offer a fix where appropriate. You will have excellent interpersonal skills and be extremely customer service focused. You will be experienced in dealing with users/ customers over the phone and logging their calls onto helpdesk systems. You will be experienced in dealing issues and problems and ensuring that they are resolved to their customer’s satisfaction. Technical training will be provided were necessary however any 1st / 2nd Line Support of the following will put you at an advantage:

The successful candidate will be responsible for owning a call from receipt to closure.

This will involve tasks such as:

• Determining severity levels

• Investigating calls

• Establishing if corrective action is required

• Either co-ordinating the resolution with 2nd or 3rd line support or carrying out the resolution themselves

• Issue escalation

• Testing the resolution

• Managing deployment quality

• Obtaining sign off from the customer

KEY ACCOUNTABILITIES:

• Technical Capability – works under close supervision, supporting technical queries relating to a small set of products (e.g. Microsoft products, operating systems, basic networking, branch systems)

• Business Awareness - develops an understanding of the customer’s environment and service delivery requirements to enable the delivery of a first class service

• Process – documents actions taken in resolving routine customer queries ensuring that established processes/systems are followed.

• Problem Solving – takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond them’ and escalates so that they can be resolved.

• Team Working – Acts as a team player and is viewed by colleagues as a helpful and effective member of the team

KEY COMPETENCIES

• Customer Understanding

• Interpersonal Skills

• Team Working

• Achievement Orientation

SKILLS , KNOWLEDGE AND EXPERIENCE

• Oral and Written Communication

• Technical Knowledge ( e.g. Microsoft Office, PC’s basic networking)

• Problem Solving

• Able to establish Customer Relationships