IT Support Services Technician - Glasgow, Scotland

IT Support Services Technician - Glasgow, Scotland
GB-ENG-Daventry

Description

Location - GLASGOW, SCOTLAND
(Although this is a fully remote role you MUST be based in Glasgow)

Salary – £27,880 - plus bonus & fantastic company benefits

Full Time Permanent Role - (40 hours a weekMonday to Friday 8am - 5pm – or 9am – 6pm however flexibility is required.

At Percepta, we bring first-class service across each market we support. As an IT Support Technician in Glasgow, you’ll be a part of creating and delivering amazing employee experiences, while also enjoying the satisfaction of being part of a unique culture.

Position Summary

The IT Support Technician’s role is to consistently improve and maintain a high level of customer satisfaction by troubleshooting to resolve customer issues. The IT Support Technician is responsible for the logging and tracking of all Service Desk requests and for providing tier 1 and 2 technical support. The Technician will follow documented procedures for escalating the issues that are outside of their area of competency and is responsible for following up on the issue until it has been resolved. The IT Support Technicians are the primary source for end user support.

The IT Support Technician follows documented work instructions to accommodate customer requests, including creation and administration of IDs that provide access to various internal and external systems. The IT Support Technician completes other tasks as assigned by IT Manager.

During a Typical Day, You’ll:

• Use required contact tools (Phone/Ticket/Chat) for technical assistance in performing Tiers 1 and 2 support.

• Incident detailed documentation in Service Now or other required applications for any work they perform.

• Complete checklist of daily operational tasks to ensure system availability before production hours and monitor system performance.

• Provide hardware setup, imaging, upgrades, repair, and inventory for PCs at the local site.

• Administrate or facilitate the administration of IDs and Applications accesses.

• Create and update Support Documentation

• It will be required as needed to drive to a storage unit to drop off or pickup equipment

• Ability to work flexible hours and accommodate any of the IT Support Services shifts. Overtime might be required when needed. Ability to provide after-hours 24/7 on-call or on-site support.

• The local IT Support Technicians are the primary source for daily support tasks on the production floor and are responsible for escalating to local administrators if the problem is beyond their area of expertise and responsibility.

• Maintain a positive work environment that fosters team performance. Support and contribute open communications flow inside and outside the Technology Team

• Ensures compliance with UK employment legislation

What You Bring to the Role:

• Mid-level experience of Help Desk or Desktop hardware and software experience in an Enterprise environment.

• Experience with basic Network troubleshooting.

• Experience with basic Telephony troubleshooting

• Experience with Ticketing systems, preferably Service Now

• Excellent organisational and time management skills.

• Strong communication, customer service and organizational skills.

• Strong problem resolution and decision-making skills.

• Working knowledge of Windows 10/11.

• Working knowledge of Outlook and Office365.

• A good listener with a proven ability to build relationships with all levels of staff.

• Strong time management skills, attention to detail and outstanding follow-up skills.

• The ability to work well under pressure with tight deadlines.

What You Can Expect:

• 25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 30 days annual leave plus bank holidays.

• Life Assurance 4 x annual salary, contributory pension scheme, private medical and comprehensive travel insurance for you and family in line with Scheme rules

• Discounted dental scheme, discounts on brand new vehicles and Employee Assistance Program (EAP).

• Free eye test with money towards new glasses

About Percepta:

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:

Culture of Service – to be treated like you are the customer from day one

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect– a team that is accountable, dependable and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.