1st Line IT Support Technician

promptlyAbout us

PCN Computers Ltd is a an IT Managed Service Provider (MSP) in Taunton, Somerset. We are professional, and our goal is to provide our clients with THE highest level of service, that means really going above and beyond to get the job done..

Our work environment includes:

• Modern office setting
• Growth opportunities
• Safe work environment
• On-the-job training
• Level of Industry Experience not found elsewhere

• Provide first-line technical support to end-users for hardware, software, network-related issues and VOIP issues
• Troubleshoot and resolve desktop support problems, including operating system issues, application errors, and network connectivity problems
• Assist with the setup and configuration of new workstations and peripheral devices
• Monitor and respond to support tickets promptly, ensuring all issues are properly documented and resolved
• Collaborate with other IT teams to escalate complex issues and ensure timely resolution
• Maintain accurate records of all support activities in the ticketing system
• Provide excellent customer service and ensure a positive end-user experience
• Onsite 1st line support including PC/Laptop setup.
• Larger scale installations alongside experianced engineers

• Proven experience in providing IT support in a professional environment
• Exceptional phone manner - You are our first port of call so customer have to want to speak to you.
• Smartly dressed with an approachable personality to speak with all manner of end users from staff through to Managing Directors
• Knowledge of LAN/WAN technologies, including TCP/IP, DNS, DHCP
• Proficient in troubleshooting Windows operating systems (Windows 10, Windows Server)
• Familiarity with Mac OS is a plus
• Experience with ticketing systems is essential
• Knowledge of Microsoft 365 setup and troubleshooting
• Understanding of basic firewall concepts and configurations
• Excellent communication skills and ability to provide clear technical instructions to non-technical users
• Exceptional problem-solving skills and ability to work independently or as part of a team
• Some practical skills

Please note that this job description is not exhaustive and additional responsibilities may be assigned as needed.

As a 1st Line IT Support Technician, you will be essential in delivering top-notch technical support and customer service to our users. Reporting to the IT Support Manager, your primary responsibilities will include troubleshooting software and hardware issues, managing help desk inquiries, and ensuring effective communication with clients through a variety of mediums including face to face, phone and email.

Benefits:

• Company pension
• Free parking
• Sick pay

Schedule:

• Monday to Friday

Education:

• GCSE or equivalent (preferred)

Experience:

• Technical support: 1 year (preferred)
• Microsoft 365: 1 year (preferred)

Language:

• English (required)

Licence/Certification:

• Driving Licence (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person