IT Support Technician

About The Role

As a Level 1 IT Support Technician, you will provide technical assistance, such as setting up new employees, troubleshooting software or hardware issues, printer, bluetooth or wifi issues, to internal employees within the SKUTOPIA offices, our members in our co-working space and ensuring our tech equipment is operating within our robotic fulfilment centre. 

This role involves working in a fast-paced startup environment with a wide range of stakeholders across the business. You will play a crucial role in ensuring the smooth operation of our company's technology infrastructure and assisting employees in resolving their IT-related queries.

In this role you will:

• Provide first-line technical support: Respond to incoming support requests from end-users via our ticketing system. Assist users in troubleshooting and resolving technical issues related to hardware, software, network connectivity and other IT systems.
• Respond to incoming support requests and prioritise tasks based on urgency and impact on end-users.
• Support users in accessing and using corporate email, collaboration tools, and other business applications.
• Provide AV support for on-site meeting rooms and internal events.
• Owning the onboarding/offboarding process: Set up user accounts, password resets, and access permissions. Install and configure software applications on end-user devices. 
• Perform system administration tasks: routine maintenance tasks such as backups, system updates, and installing patches.
• Being responsible for asset, device and password management.
• Application training and creation of associated documentation.
• Write clear and comprehensive documentation: Accurately record and document support interactions and activities in the ticketing system. Maintain detailed records of troubleshooting steps, resolutions, and other relevant information. Along with contributing to our knowledge base.
• Escalate complex issues: Identify and escalate technical problems that require further expertise or resolution beyond the Level 1 scope to the appropriate external support.
• Keep up-to-date with the latest IT technologies, trends, and best practices.

We think you will need:

• Technical knowledge: Good understanding of computer hardware, software, operating systems, and network fundamentals, including in cloud-based environments. Familiarity with Google Workspace, Slack, Jumpcloud and Cisco Meraki is a bonus but not essential. 
• Problem-solving skills: Ability to analyse and diagnose technical issues, identify root causes, and propose effective solutions. 
• Strong troubleshooting skills, communication and attention to detail.
• Customer service orientation: Excellent interpersonal and communication skills, with a customer-centric approach. Patience, empathy, and the ability to handle challenging situations professionally.
• Time management: Strong organisational skills to prioritise tasks and manage multiple support requests simultaneously. Ability to work under pressure and meet deadlines.
• Documentation skills: Proficiency in documenting support interactions, troubleshooting steps, and resolutions.
• Professionalism: Commitment to providing high-quality support services and the ability to maintain confidentiality and handle sensitive information appropriately.