Join the Puzzle Team

We’re hiring…
(absolutely no recruiters please)

Title:
2nd/3rd Line Helpdesk
Department:
Technical
Reporting to:
Managing Director

Role Summary

This role has two key elements. The first is to support Puzzle-IT’s clients and provide fault resolution for all issues that can be resolved remotely. The second is to help the development and provide day to day training for a dedicated 1st Line engineer. Each second line technician is assigned a first line technician to work with them. 1st line take the calls and handle all quick or first time fixes, and 2nd line acts as their escalation point for any issue they can’t resolve.

Responsibilities

  • To provide technical support to Puzzle-IT’s clients. Support is predominantly Microsoft based and covers all areas of SME business IT support.
  • To be an escalation point for a dedicated 1st line technician and resolve any issue that can be resolved remotely
  • To promptly escalate any issue that requires onsite resolution to the onsite team
  • To provide guidance and training to their assigned 1st line engineer
  • To log all activity carried out in the Puzzle-IT internal software

Essential Skills & Experience

  • Minimum 3 years IT support experience, ideally in a helpdesk environment supporting SME’s
  • Experience in supporting Microsoft Exchange
  • At least one MCTS exams focussing on the following areas:
    • Active Directory
    • Exchange
    • Windows 7
    • Network Infrastructure

Desirable

  • Any or all of the following Microsoft certifications
    • MCITP: Server Administrator
    • MCITP: Enterprise Administrator
    • MCTS: SBS 2011 Standard (configuring)

Key Qualities

  • A genuine love of IT
  • Great communication and customer service skills
  • Excellent telephone manner
  • A love of solving problems
  • Ambition - we want to take people from the helpdesk right through to senior technical positions and want people with the drive to achieve that.

About Puzzle

We’re a young rapidly growing company with a real drive to create a strong team rather than a group of individual employees. We believe in sharing the success of the company with the whole team and rewarding individual and group excellence. We provide clear targets and goals for everyone in the company, and are keen to take people on who want to build a career with a company that values their hard work.

If you would like to apply, please contact us.