Computer-eyez Ltd

Overview

We are looking for a permanent 2nd/3rd Line Helpdesk Analyst with some field work to join our Helpdesk Team operating out of our offices in Newhaven.

40 hours a week, Monday to Friday. Clean drivers license essential.  Company vehicle will be provided for field work, though you will be expected to use your own transport when this is not available.

Experience 

Essential

Proven helpdesk experience
PC/Laptop/Server Break Fix - Installation and troubleshooting of RAM, Add-on cards, processors, Hard drives, SCSI, USB etc
Desktop Operating Systems - Installation, configuration, administration and troubleshooting of 2000, XP, Vista and Windows 7.
Server Operating Systems - Configuration, administration and troubleshooting of SBS - All versions, Server 2000, 2003 and 2008 - all revisions.
TCP/IP - working knowledge
Active Directory - configuration and troubleshooting
Exchange Server - configuration, and troubleshooting of exchange 2000, 2K3 and 2007
SQL Server - configuration, backup and troubleshooting
VPN - pptp and ipsec configuration and troubleshooting
Firewalls - configuration and troubleshooting of various vendor hardware firewalls and Microsoft ISA server.
Printers - setup, configuration and troubleshooting network printers, drivers, print issues
Backup - NT backup, backup-exec, DAT, LTO
Snapshot Backup - Working understanding of at least one of the following Acronis, Backup Exec System Recovery or Shadowprotect. 
Raid - working understanding of raid levels, configuration and troubleshooting of hardware and software raid.

Desirable

Scripting - Experience of writing or using VB script or other tools to automate helpdesk tasks.
Linux - installation, configuration and administration of any linux distribution.
VoiP - An understanding of SIP
Cisco - Configuration of Cisco IOS on routers, switches etc
Server 2008 - Site Installations
Backup - Experience of other vendors backup solutions.

Overall Description

• Providing the escalation point of contact for the Company’s Customers and their employees.
•  Taking ownership of tickets until they are resolved.
• Solving and closure of calls received to the satisfaction of end users.

Hours

• The post holder is required to work 40 hours per week on a five days out of seven basis, which will be determined by business need.
• The post holder may also be required to work additional hours on weekends as determined by business need.

Key Result Areas

• To adhere to the Helpdesk Standard Operating Procedures  and Best Practice Guidelines 
• To provide efficient, well diagnosed and courteous responses to Helpdesk requests having accurately prioritised calls on the basis of their relative severity.
• To work with the Helpdesk Manager and the Helpdesk Team to assess the nature, patterning and type of support calls encountered in order to identify ways in which the service may continually improve.
• To have a flexible approach to working hours. The normal hours will be either 8.00 – 17.00 or 9.00 – 18.00 during week days on a rotation basis.
• To work in accordance with the requirements of the Company Health and Safety Policy.

Special Circumstances

• The post holder may opt out of the 48 hour (Working Time Directive). 
• The post holder will be required to visit Customer places of work as required. 
• The post holder will be required to assist in the preparation and dispatch of IT equipment. 
• The post holder may be required to undertake training as specified.
   

Working Conditions

• Extended periods of sitting at a desk in front of a computer screen. 
• Extended periods of using keyboard, mouse and Telephone. 
• Need to be able to upgrade PCs and Servers with RAM chips and various internal parts. 
• Some physical labour involved such as carrying base units and monitors.