IT Service Desk Tech- 1st Line

Overview

Provide first-line IT support, troubleshooting, and account management for users.

Key Responsibilities

• account management
• vpn accounts
• password reset
• it support
• troubleshooting
• issue escalation

Tasks

Responsible for providing front line IT support to users who contact the IT service desk via telephone, support ticket, as well as other methods. To quickly identify the cause of the issue being reported and follow established processes and SOPs (Where applicable). Escalate any tickets that cannot be resolved to the correct resolver group and notify team if the request is of an urgent nature. -Processing of requests for Windows Login Accounts, VPN Accounts, IT Security requests. -To suggest improvements to any processes and challenge the status quo. -Supporting Line Management in achieving set team objectives. -Take ownership of issues and see them through to resolution, even when it might be out of the core role. -Sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. -Provide troubleshooting steps in order to resolve system problems and diagnose hardware and software faults either over the phone or in person. -Resetting of account passwords following the Identity validation process for password resets.

Requirements

• microsoft 365
• sccm
• active directory
• windows 11
• it certifications
• customer support

What You Bring

-Microsoft 365 Management, (Azure, Intune, Teams, Exchange, SharePoint, OneDrive, + Office applications). -To be able to work in a busy team but still use own initiative to solve problems. -Ability to explain technical problems in a non-technical way to end users with limited IT knowledge. -Basic SCCM knowledge. -Understanding of basic IT Support principles. -Working Knowledge of IT hardware. -Working knowledge of installing software. -Apple Mac Experience. -Proficient in the day-to-day usage of a Windows operating system. -Windows Active Directory administration such as creating groups, creating user accounts, modifying accounts and moving accounts. -The employee is occasionally required to stand and walk. -The employee must frequently lift and/or move up to 10 pounds. -Growth mindset -Any non-corporate or corporate IT experience. -Experience of 1st line support or working in a call centre -Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. -Ability to be able to multi-task and prioritise multiple tasks. -Experience of a customer facing role either in person or over the phone. -Ability to follow instructions and read technical documentation. -Any IT related certifications -Excellent written and verbal communication skills. -Windows 11 troubleshooting.

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Benefits

Minimum Qualifications

About Jcb North America

-A leading manufacturer of heavy equipment, specializing in construction, agriculture, and industrial machinery. -The company’s portfolio includes backhoe loaders, excavators, skid steers, and telehandlers, all designed for various industries. -Serves a broad range of sectors, from heavy civil construction to agricultural machinery solutions. -Known for innovation, durability, versatility, and performance, with a strong focus on enhancing productivity on job sites. -Noteworthy projects include large-scale infrastructure developments, agricultural operations, and specialized industrial equipment supply. -Continues to lead in developing new technologies, with a commitment to providing high-quality solutions across sectors.

Sector Specialisms

Visa Sponsorship

-no sponsorship for employment visas is available for this position.