Exciting News – We are looking for some to join our team!
We are seeking a proactive and dedicated IT Administrator and 1st Line Support professional to join our team. In this role, you will be the first point of contact for our customers, providing remote support via phone, email, and our online portal. You will play a key role in maintaining strong customer relationships, ensuring regular IT reviews for our contracted clients, and assisting the Managing Director with administrative tasks.
Job Title: IT Administrator and 1st Line Support
Salary: £12 per hour
Hours: 15 hours per week (Flexible timings, potential for more hours)
Location: Conquered IT, 9 Bridge Street, Buckingham, MK18 1EL
About Conquered IT
Conquered IT was founded by Mark and Nicola Cope, a husband-and-wife team, to support small businesses to ensure their IT is a business asset and not a barrier to growth. We are now a close-knit team of four, who work locally in Buckingham town centre and are looking to add another valuable employee to our team.
Conquered IT was founded with the goal of providing great customer service and IT Support, which all employees are expected to provide.
About This Role
You will assist in aiming to provide a complete IT solution to our customers and building up a positive and comprehensive working relationship with them. You will be responsible for ensuring that our contracted customers have regular IT reviews and that the information we have about them, and our non-contracted customers is up to date.
You will work closely alongside the Managing Director of the company and assist him in administration tasks where necessary. You will be jointly responsible for providing first line support remotely to businesses. This includes answering support calls, responding to emails and support tickets via our online portal.
Key responsibilities of the post:
• Answer customer queries and work alongside our lead Managing Director and Partner to ensure that all customer queries are being responded to.
• Answer support phone calls and provide 1st line remote support where possible according to our SLA’s.
• Escalate support tasks where necessary to 2nd line engineers according to our SLA’s.
• Schedule monthly visits for our contracted customers and manage the diaries of our IT engineers.
• Attend the weekly staff/catch up meeting.
• Respond to tickets via the online ticketing system, monitoring RMM (Remote Monitoring and Management) alerts, connecting to end users via remote tools to provide support.
• Assist in keeping customer documentation up to date.
• Assist in monitoring customer backups and security.
• Apply continuous professional development to support necessary business output and technical developments.
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of the business and customers.
• Develop and maintain effective working relationships with colleagues, customers, and other relevant stakeholders.
• Manage and prioritise the allocated workload effectively making best use of time and resources.
In addition, you will be provided with:
• All relevant equipment needed in our office to complete your role.
• Opportunities to progress within Conquered IT and specialise in IT areas such as Data Protection, IT Security, Microsoft 365, IT Support Management that benefit the employee and the business.
General responsibilities for all staff:
The post holder is expected to;
• Adhere to the companies’ policies and procedures and relevant legislation including the requirements of any professional bodies.
• Attend mandatory training as identified by the company.
• Highlight potential development areas.
Send your CV and covering letter to nicola.cope@conqueredit.co.uk
Closing Date: Friday 14th June 2024