Job opportunities with Cygnet It

At Cygnet, we ensure we fully understand our customer's needs, technical knowledge and available resources so we can provide the best support possible. We are also proud to be a 'Community Interest Company' - CIC - which means we strive to support IT development for the benefit of everyone we work with.

If you'd like to become part of our dedicated, friendly team, get in touch today.

 

Job opportunities with Cygnet It

At Cygnet, we ensure we fully understand our customer's needs, technical knowledge and available resources so we can provide the best support possible. We are also proud to be a 'Community Interest Company' - CIC - which means we strive to support IT development for the benefit of everyone we work with.

If you'd like to become part of our dedicated, friendly team, get in touch today.

IT Support Technician 

We are looking for an IT Support Technician to join our growing Technical Services team, the ideal candidate will have experience supporting multiple technologies at a 2nd line level, particularly within an education environment.

The IT Support Technician will provide remote 2nd line support and occasional field-based customer support and consultancy/project work.

Duties will include:

- Act as a point of escalation for technical queries and support incidents for the 1st line team.

- Provide additional support for the field-based technical team.

- Undertake ad-hoc projects and consultancy work as agreed with the Technical Services Manager - this may also involve site visits to resolve escalated issues.

- Monitor the 2nd line helpdesk queue to ensure that all tickets are actioned or escalated to meet Service Level Agreements.

Skills required:

- Patience and great communication skills.

- Good understanding and experience of Windows 10 and Server 2012 R2 or above.

- Good understanding and experience of Active Directory, DNS and Group Policy.

- An understanding and experience of server virtualisation.

- An understanding of imaging, operating system and software deployment systems such as WDS and MDT.

- An understanding and experience of Google G Suite or Microsoft 365.

Applicants must hold a full driving licence and have access to a vehicle as they will be required to visit customers from time-to-time, otherwise working from our offices in Wallington.

IT Support Technician

Salary range £24,000-£28,000, including 5% pension, laptop, mobile phone and training scheme.

Full time, 37.5 hours per week.

For further information and a full job description, please contact [email protected]

Applications will be reviewed on receipt and first round interviews will be held via Google Meet / Microsoft Teams.

Helpdesk Technician

Cygnet IT Services CIC provides IT support and services to education, business and charity customers in Sutton and surrounding areas.

The ideal candidate will have a keen interest in IT and previous experience working in an IT support environment will be beneficial but not essential. You will be expected to provide high quality 1st line support and assistance to our customers over the phone, via email and by using specialist remote support tools. 

The role will be responsible for monitoring our service desk, raising and managing service desk tickets. You will help ensure that ticket information is accurate and that tickets are progressed though the support lifecycle in line with our Service Level commitments.

The Helpdesk Technician will be based at Grove Park, Carshalton, working closely with the whole technical services team, however, travelling to customer sites will be required occasionally.

Duties will include:

  • Act as the first point of contact for all support requests.
  • Ensure all support requests are logged correctly whilst following the appropriate processes and procedures.
  • Perform the initial triage of support requests, resolving tickets where possible.
  • Assign or escalate tickets to an appropriate member of the Cygnet team where necessary.
  • Monitor tickets and ensure they are actioned to meet the Service Level Agreements.
  • Monitor the progress of tickets for the technical services team and identify tickets that are stale or require action.

Skills required:

  • A pro-active approach to IT support and customer service.
  • A keen interest in technology and IT.
  • The ability to work independently using your own initiative as well as part of a team.
  • Good written and spoken communication and customer service skills.
  • Ability to work under pressure and multi-task.
  • Be responsive to the needs of the company and be able to adapt your approach to meet new requirements.
  • Be able to explain technical concepts in simple terms to peers, end-users and customers.
  • Willing to continually learn and develop your skills.
  • Be able to maintain a high degree of customer service for all customer queries and interactions.
  • A methodical and thorough approach to troubleshooting support requests.

Helpdesk Technician

Salary range £16,000-£19,000, including 5% pension and training scheme.

Full time, 37.5 hours per week.

For further information and a full job description, please contact [email protected]

Applications will be reviewed on receipt.

IT SUPPORT ENGINEER

CLICK HERE FOR MORE DETAILS