We are looking for an enthusiastic and customer-focused IT Support Engineer to join our Service Desk team in our Worcester office, as well as delivering on-site assistance to our branches. In this role, you will act as the first point of contact for technical issues raised across the business, providing support via phone, email, and our ticketing system, as well as delivering on site assistance to our Foxtons front offices. You will play a key part in ensuring our staff have the tools, systems, and hardware they need to work effectively, while contributing to the smooth running of our IT operations.
Key Responsibilities:
• Provide timely resolutions to user issues via phone, email, and our ticketing system, along with on site support for Foxtons branches.
• Administer and manage user accounts and permissions within Active Directory
• Support and troubleshoot in house CRM software
• Deliver a high standard of professional customer service both remotely and face to face
• Accurately log and document all issues, actions, and resolutions
• Manage and administer mobile devices and the telephony network
• Identify trends through data analysis to support effective Problem Management
• Liaise with external vendors and third party providers when necessary
• Escalate issues and collaborate closely with internal teams, including Development Support and Infrastructure
• Build, configure, and deploy laptops and end user hardware
• Diagnose, triage, and resolve hardware issues across laptops, desktops, peripherals, and network devices
• Perform routine hardware maintenance, upgrades, and component replacements to ensure optimum performance