1ST / 2ND LINE HELPDESK SUPPORT - Foxtons, UK

London Source: WhatJobs

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JOB REF: 45568

Location: South London

Address: Chiswick High Road

Industry: IT & Telecoms jobs, Office Administration jobs, Students and Graduate jobs, Estate Agency jobs

1ST / 2ND LINE HELPDESK SUPPORT - Foxtons, UK

This role will provide first line helpdesk support to staff, assisting them with hardware and software problems via phone, email and a ticketing system.

KEY RESPONSIBILITIES

To provide first line technical support, answering support queries via phone, email and ticketing system.
Administration of user accounts and permissions across AD and our in-house CRM software.
Deliver a high level of professional customer service on the phone and face‑to‑face when necessary.
To log all calls and resolutions to the helpdesk logging system.
Support users in the use of computer equipment and peripherals including telephone and mobile devices by providing necessary training and advice.
Where relevant, arrange for external support when incidents cannot be resolved in‑house.
To elevate more complex calls to relevant IT support staff.
Maintain an organised daily structure, working to close assigned jobs in an adequate time frame.

WE OFFER

Competitive salary depending on experience
Ongoing mentoring and training, including access to external training programmes
Exposure to diverse aspects of the business
Meaningful career progression
Vibrant company culture, including paid‑for social events
Well‑being package including enhanced sick pay and subsidised gym
Enhanced parental policies, including generous shared parental leave

LOCATION

Our stunning Chiswick Park headquarters. Chiswick Business Park is built around a lake and offers weekly events such as food festivals, zip‑lining and beach volleyball in the summer.

ABOUT YOU

A keen interest in technology and computing
Excellent communication skills with a professional approach to customer services
Ability to remain calm under pressure during challenging times
An intuitive and methodical approach to diagnose hardware and software faults in desktop PC’s, printers and mobile devices
Ability to develop and maintain strong customer relationships
Exceptional customer service skills including experience of dealing with diverse customer groups
Proficient in administering and maintaining Windows 10 and Mac OS environments
Proven knowledge of Microsoft Applications and Active Directory
Experience troubleshooting basic network, software and printing problems

KEY REQUIREMENTS

IT Helpdesk Management (CRM, Ticketing) & Escalation.
1st/2nd Line Desktop, Servers incl. AD, Exchange & Network Support
Basic Linux and Web Technology support
Storage Management (SAN & NAS)
Regular management of Firewalls/Switches and other network devices (pfSense, CISCO, etc.)
Maintaining Network Security and Compliance (AV Server, Proxy Management, Vulnerability etc.)
Supporting Telephony system alongside third‑party support (Avaya IP Office and Cloud based telephony)
Documentation & Asset register maintenance
Organise & Provision for new systems & image roll outs
Maintaining Vulnerability register for new vulnerabilities affecting infrastructure
Regular vulnerability scans and remediation (Qualys)
Support & knowledge of cloud platforms like Azure & AWS
Knowledge to support of various vendor technologies like Qualys, McAfee ePO, Bluecoat, pfSense, Ciscoc

KNOWLEDGE SOUGHT

Windows 7/10, 2008/2012/2016
TCPIP, DNS, DHCP, WAN, LAN
VMware
Veeam
PCI and IT security
Telephony – Avaya
Office 365, SharePoint
Certifications – CompTIA, MCP/MCSA/MCSE/MCITP

ABOUT THE COMPANY

At Foxtons, we’re famous for setting the standard in property. We do this by hiring brilliant people to help achieve our goal of being the best place for our customers to find their dream home or unlock the value of their property investment.

Over the last 30 years we’ve built a network of almost 60 branches and a strong operational infrastructure that enables our teams to achieve the highest standards in delivering exceptional service to our customers. Award‑winning training ensures our teams have the strong local expertise that our customers expect from us, while our market‑leading technology empowers all our staff to provide the best customer experience possible.

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