Join us at Smartbox as a 1st Line IT Support Technician!
Are you a passionate 1st Line IT Support Technician looking to make a real impact by giving a voice to those without speech? Smartbox is looking for a dedicated individual like you to join our team and contribute to enhancing the lives of people with disabilities.
Your Impact:
As our 1st Line IT Support Technician, you will:
Provide First-Line Support: Respond to incoming IT support queries via phone, email, or helpdesk ticketing system, delivering clear and accurate guidance to users.
Troubleshooting: Diagnose and resolve hardware and software issues, including issues with operating systems, applications, printers, networks, and other IT-related systems.
User Account Management: Assist with user account creation, password resets, and permissions management across systems, ensuring appropriate access control.
Software Installation & Configuration: Install, configure, and update software applications, antivirus programs, and other essential IT tools for users.
Hardware Setup & Maintenance: Set up and maintain computer equipment (desktops, laptops, printers, etc.) for end-users, ensuring proper connectivity and configuration.
Document Issues & Solutions: Record and track all issues, solutions, and troubleshooting steps in the helpdesk system to maintain a knowledge base for future reference.
Escalate Issues: Identify complex technical issues and escalate them to Senior Engineers as needed, ensuring swift resolution.
Maintain IT Inventory: Keep track of IT assets, including computers, accessories, and software licenses, and assist with inventory management.
Customer Service Excellence: Provide friendly, professional, and clear communication, ensuring a high level of customer satisfaction while managing user expectations.
Continuous Learning: Keep up to date with new technologies, software, and IT trends, and take advantage of training opportunities to improve technical knowledge.
Essential Qualifications/skills/experience:
Passion for What We Do: A strong desire to work for a purpose-driven company that is changing lives through assistive technology.
Technical Troubleshooting: Ability to quickly identify and resolve common hardware and software issues, including network connectivity, operating system errors, and application malfunctions.
Communication Skills: Strong verbal and written communication skills, with the ability to explain technical issues in a simple, user-friendly manner. Ability to remain calm and clear under pressure when interacting with users.
Customer Service: A customer-first approach to IT support, with a professional and friendly attitude toward users. Ability to manage user expectations and handle difficult situations with empathy.
Problem Solving: Analytical thinking and problem-solving abilities to diagnose issues, research solutions, and implement fixes in a timely and efficient manner.
Time Management: Ability to prioritize tasks effectively, manage multiple requests at once, and meet deadlines without compromising on service quality.
Attention to Detail: A keen eye for detail, particularly when recording issues and solutions in the helpdesk system and ensuring accuracy in system configurations and setups.
Basic Networking Knowledge: Understanding of fundamental networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
Adaptability and Learning: Willingness to learn new tools, technologies, and processes as they emerge. Ability to quickly adapt to changing IT environments and challenges.
Teamwork: Ability to work collaboratively with other IT team members, as well as across departments, ensuring a unified approach to problem resolution.
Excellent knowledge of Windows and Mac operating systems.
Familiarity with common Office software (e.g., Microsoft Office, Google Workspace).
Understanding of networking fundamentals (e.g., TCP/IP, VPN).
Experience with hardware setup and troubleshooting (laptops, desktops, printers).
About Smartbox:
At Smartbox, we're proud to be at the forefront of assistive communication technology. Our innovative products are used globally by individuals with diverse needs. Our values - passionate, caring, empowering, achieving together, and enabling change - resonate in everything we do.
Our Inclusive Culture:
We believe in giving everyone a voice. Joining Smartbox means joining a diverse team that values collaboration and supports a community that relies on our technology for effective communication.
Our Commitment to Sustainability:
At Smartbox, we not only innovate but also prioritise sustainability. We aim to minimise our carbon footprint and promote a greener world through sustainable solutions. By joining us, you'll contribute to shaping a more inclusive society while actively supporting our sustainability efforts.
Our D&I Commitments:
At Smartbox, we prioritise diversity and inclusivity in our work environment. Here's how we do it:
Recognised as a Disability Confident Employer by the UK Government and Founding Partner of Purple Tuesday.
Our recruitment practices are inclusive and barrier-free, with adjustments available during the application process and throughout your career with us.
We believe in adding to our culture, not just fitting in. Our diverse team combines unique talents to create products that reflect the diversity of our users and customers.
Rewards and benefits:
Discover a world of rewards and benefits tailored to your wellbeing at Smartbox. Beyond a competitive salary and private medical insurance, explore perks like a hybrid working model, wellness benefits, and paid volunteering days
