Overview

This is an exciting opportunity for someone to join the technical support team in a fast growing and dynamic IT support business.

The PC Support Group’s mission is to be the preferred and trusted provider of IT services to small businesses throughout North West England. The business has grown significantly over the last few years and supports a sizeable customer base throughout Merseyside and beyond, and has ambitious plans for continued growth.

The Merseyside office is now looking for two technically excellent, ambitious and enthusiastic Desktop Support Engineers to join the current team.

You will report to the IT Support Manager and you will be expected to be self-driven and able to use your own initiative to deliver outstanding results. You will have excellent communication skills and a desire to deliver great customer service.

Package

Salary will be £17K to £21K dependent on experience

Holidays will be 20 days per annum plus Bank Holidays. Additional days are accrued for each year of service up to a maximum of 22 days currently.

Core hours are Monday to Friday, 8:30AM to 5:30PM with 1 hour for lunch (40 hours per week) although the nature of the business means that flexibility is required around this including working 10:00AM to 7:00PM when required (usually one week in every four) plus Saturday 10:00AM to 5:00PM “on-call” approximately once a month, plus other occasional weekend work.

Location

The job is located in Speke, Merseyside

Job Description

This is an opportunity to join a dynamic and fast growing business as a front line engineer. You will use the latest support technology to provide outstanding service to its customer base of small businesses and discerning home users. You will take calls and handle a wide variety of desktop and network related issues. You will handle calls from beginning to end wherever possible.

You will enjoy hands on learning, dealing with customers, and thrive on a high volume and fast changing workload.

The role mainly consists of:

  • Taking and logging  inbound phone calls and emails
  • Providing technical advice over the phone and on-site for desktop related issues
  • Dealing with customer support requests plus system alarms/alerts according to priority
  • Onsite customer visits to resolve problems

You will be responsible for:

  • Constant customer dialogue and interaction via phone
  • Continue to move all outstanding issues/tasks along to completion in a timely manner
  • Meet your promises and commitments – or renegotiate if you have good reason
  • Repairing, tracking and returning faulty computer equipment
  • Unpacking, building and testing new systems
  • Ensuring that all equipment is cleaned before being returned to customer
  • Managing electronic support tickets and logging of activities in the database
  • Provide customers with realistic timescales for completion of work
  • Ordering parts and equipment on behalf of customers
  • Investigate faults and provide a brief fault report to the customer before undertaking repairs
  • Providing technical and system usage advice to customers
  • Perform other general administrative tasks
  • Seek help, advice and information freely and urgently when needed

You will be experienced in the following technical aspects:

  • Working usage and technical knowledge of small business & home technologies, including:
  • PC hardware faultfinding and repair
  • General PC and laptop troubleshooting
  • Hardware and software experience together with experience of peripherals and accessories. 
Particularly in relation to fault diagnosis
  • Upgrading hardware
  • Cloning drives, copying and backing-up data
  • Installation, configuration and maintenance of Microsoft Windows XP, Vista, 7 and 8
  •  Microsoft Office – all versions
  •  Ethernet networking – maintenance and fault analysis/resolution
  •  80.22b/g/n WEP/WPA
  •  ADSL/Cable/PSTN/ISDN
  •  TCP/IP/DNS
  •  Routers/VPN/Firewalls
  •  Active Directory
  •  POP/SMTP / MS Exchange email
  •  Apple Mac (desirable)

Attributes

You will need to be:

  • A natural analytic and problem solving person and able to learn on the fly
  • A confident communicator with an excellent listening ability, and have a good telephone manner
  • Self-motivated
  • Keen to help and assist others
  • Willing to learn
  • Ambitious and hard working
  • Well presented, outgoing and friendly
  • Enthusiastic about technology and its use
  • Someone with both academic and work experience in a computing discipline, qualified to at least GCSE or NVQ 
level 2 (or equivalent). It would be a distinct advantage if you hold an A-level (or equivalent) in computing or 
higher and hold either a CompTIA or Microsoft Certified Professional qualification.
  • Able to show evidence of self-development/self-learning
  • Keen to better yourself through constant learning and questioning
  • Someone who has a sense of urgency – committed to delivering good results quickly
  • Hold a full, clean driving license.

Values

We take our values very seriously and require that anyone joining us lives by them at all times.

These values are: freedom of expression, integrity, respect, shared commitment and trust

Application Process

The first stage of the process is to read through this document carefully and ask yourself if this is the job for you. Do you have sufficient technical experience?  Do you have the personal attributes listed above? Can you commit to the travel?    If you can answer ‘yes’ to all the above, then complete the application form.  The application form is designed firstly for us to ascertain whether you may be the right candidate but secondly to give you a flavour of the type of company we are and that we are taking our recruitment process seriously.

Please answer the questions as honestly as you can.  Do not make things up or insert things that you think we may want to hear.  We will be discussing your answers in more depth if you progress to interview, so it’s best to be honest at this stage and miss a question out if you cannot think of a relevant answer.

 

[contact-form-7 404 "Not Found"]