नोकरीचे वर्णन

Role Overview

As an IT Helpdesk Technician at Synergi Tech Ltd, you will be a crucial part of the support team providing high-quality technical assistance to a broad client base from our Lincoln office. Your primary mode of support delivery will be remote, including via phone, email, and specialized remote support tools, ensuring smooth IT operations for our customers.

Key Duties

Deliver first-line IT support remotely to clients through phone, email, and support software.
Identify and troubleshoot hardware, software, and networking issues without on-site presence.
Manage and track support incidents within the helpdesk system, ensuring prompt follow-up and resolution.
Refer more complex problems to senior technicians or field engineers as necessary.
Administer and support Microsoft 365 services, including components like Exchange Online, SharePoint, and Teams.
Handle user account administration tasks within Active Directory and cloud environments.
Set up and resolve problems related to desktops, laptops, printers, and peripheral devices.
Offer guidance and best practice advice on various software applications to end users.
Document troubleshooting steps and contribute to the internal knowledge repository.
Monitor system alerts proactively to detect and solve potential issues.
Maintain excellent client communication and relationship management standards.

Required Experience and Skills

In-depth understanding of Microsoft Windows desktop and server operating systems.
Proficiency in Microsoft 365 setup, administration, and problem resolution.
Fundamental knowledge of networking concepts such as TCP/IP, DNS, and DHCP.
Experience with remote support platforms and managing helpdesk ticket systems.
Strong analytical and problem-solving capabilities.
Exceptional communication skills focusing on clear, customer-oriented interactions.
Ability to make technical information accessible and understandable to users without technical backgrounds.
Organizational abilities to manage priorities and handle multiple tasks efficiently.
Professional telephone etiquette and written communication proficiency.
Self-driven attitude with positivity and collaboration mindset.

Beneficial Additional Skills

Previous work in an IT helpdesk or similar support role.
Familiarity with Ubiquiti UniFi network hardware.
Experience with VoIP and unified communication systems.
Knowledge of backup and disaster recovery technologies.
Understanding of cybersecurity concepts and best practices.
Experience managing mobile devices via MDM.
Knowledge of macOS and Linux operating systems.
Professional certifications such as CompTIA A+, Microsoft certificates, ITIL Foundation, etc.

Benefits and Work Environment

Competitive salary structured by a clear, transparent banding system and negotiable according to expertise.
Work remotely from our Lincoln headquarters in a collaborative, experienced team setting.
Extensive training programs and continuous professional development.
Defined routes for advancement to senior technical roles.
Modern facilities with up-to-date IT resources and tools.
Flexible scheduling with options for hybrid work arrangements occasionally.
Generous holiday allowances plus a comprehensive employee benefits package.
Regular opportunities for salary evaluations and merit-based promotions.
Exposure to a variety of technologies across different industries.
Supportive team culture fostering knowledge sharing and team events.

Salary Framework

Synergi Tech Ltd operates a transparent salary banding method that aligns pay with experience, skill set, and individual contributions. Salaries are negotiable, reflecting your value to the organisation. Regular reviews ensure your remuneration grows alongside your professional development. During recruitment, your salary expectations will be discussed to reach a balanced agreement within our band structure.

How to Apply

If you possess solid technical expertise and excellent client service skills and desire to thrive in a supportive office atmosphere, we encourage you to submit your CV for consideration.

IT Helpdesk Technician