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1st & 2nd Line Support – Helpdesk Technician

Location: Horsham, West Sussex

Competitive Salary

Job Purpose

This position is a combination of resource management, customer communication and performance management. It is an excellent opportunity for a proactive, diligent, and positive person with an understanding of critical thinking and effective communication skills. Working within the Team the candidate would assist in managing and resourcing the delivery of managed IT, Managed Print Services, and unified comms to customers both internal and external. The primary goal of the Team is to oversee and facilitate customer service requests and requirements, with areas of specialisation.

This is a fabulous opportunity to participate in a modern, progressive team-based environment focused on outcome whilst continually improving service delivery and customer experience. 

Duties & Responsibilities 

  • Add and remove users
  • Reset passwords
  • Monitor backups, updates, and other regular tasks
  • Log print service calls for the Print Field Engineers and consumable requests
  • Troubleshoot and diagnose IT support issues involving software and hardware
  • Reset user sessions
  • Provide remote IT assistance to customers, guiding them through problem-solving steps and resolutions
  • Collaborate with IT Support Team to escalate support tickets effectively
  • Install and configure software applications
  • Desktop support – checking Office 365 account information, printing issues, etc
  • Accurate record maintenance, ensuring documentation, resolution, follow up and other details are upkept
  • Participate in IT projects and initiatives, including system upgrades, software rollouts, and infrastructure improvements
  • Technical proficiency in troubleshooting Windows operating systems, Microsoft Office Suite, hardware peripherals, and networking concepts
  • Knowledge of Hyper-V, Cloud solutions, Watchguard, HPE and NetGear switches
  • Individuals will also be expected to fulfil reasonable requests from management that contribute to the overall objectives of the Service Delivery Department and the business as a whole
  • Experience in managing more complex installations and support scenarios is beneficial but not essential

Person Specification

  • 1st and or 2nd line support experience
  • Possess an achievement-based personality and a “make things happen” attitude. 
  • Proven customer service experience with excellent written and verbal communication skills 
  • Demonstrable effective communication skills with customers and colleagues to achieve desired outcomes. 
  • Emotional intelligence
  • Critical thinking skills 
  • Demonstrate an inquiring mindset and solution resolution. 
  • Share common values with the company in line with our “Book of Beliefs”

What we offer

  • Competitive Salary
  • Excellent induction & training program
  • Supportive working environment
  • Opportunity for sponsored training and qualifications to help you grow your career after completing probation
  • 37.5 hours a week, 7.5 hours/day Monday - Friday
  • 23 days annual leave plus bank holidays
  • Your Birthday off
  • Great social events
  • Free onsite parking
  • Pension scheme
  • Eye care scheme

The details contained in this Job Description reflect the content of the job at the date it was prepared. It should be remembered, however, that it is inevitable that over time, the nature of individual jobs will change, existing duties may no longer be required and other duties may be gained without changing the general nature of the duties or the level of responsibility entailed. Consequently, Principal I Ltd will expect to revise this Job Description from time to time and will consult with the post holder at the appropriate time.

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Principal can help you with all of your office print requirements, call us on 0333 240 8130

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