About Company
Exemplar IT is a leading IT solutions provider with a strong presence across Leicestershire and beyond. We are dedicated to empowering businesses with cutting-edge technology, proactive support, and strategic IT advice. Our mission is to simplify complex IT challenges, enhance operational efficiency, and drive growth for our diverse client base, ranging from SMEs to larger enterprises. We pride ourselves on our client-centric approach, technical expertise, and a vibrant company culture that fosters continuous learning, collaboration, and professional development. We believe in investing in our people, providing a supportive environment where innovation thrives and every team member contributes to our collective success. While our physical offices are based in Leicestershire, we embrace modern work methodologies and have successfully integrated remote roles into our operational framework, ensuring our team members can deliver exceptional service from wherever they are.
Job Description
Are you a problem-solver with a passion for technology and a commitment to exceptional customer service? Exemplar IT is seeking a dedicated Remote Helpdesk Support Representative to join our growing team. In this pivotal role, you will be the first point of contact for our clients, providing crucial technical assistance and ensuring their IT systems run smoothly. This is a fantastic opportunity for someone with solid IT knowledge and a genuine desire to help others, all from the comfort of your home office. You will be instrumental in diagnosing and resolving a wide array of technical issues, from software glitches and hardware malfunctions to network connectivity problems, primarily over the phone, email, and remote desktop tools. We are looking for an individual who is not only technically proficient but also possesses excellent communication skills, empathy, and the ability to remain calm and focused under pressure. Join us and contribute to a company that values innovation, client satisfaction, and the well-being of its employees.
Key Responsibilities
- Provide first-line technical support to clients via phone, email, and remote access tools, diagnosing and resolving hardware, software, and network issues.
- Log, track, and manage support tickets using our helpdesk system, ensuring accurate documentation of issues and resolutions.
- Escalate complex or unresolved issues to senior support engineers or relevant internal teams, maintaining clear communication with clients throughout the process.
- Assist with user account management, password resets, and access permissions.
- Install, configure, and troubleshoot operating systems, applications, and peripherals.
- Provide guidance and training to end-users on basic IT procedures and best practices.
- Monitor system performance and proactively identify potential issues to prevent downtime.
- Contribute to the creation and maintenance of knowledge base articles and technical documentation.
- Participate in ongoing training and professional development to stay current with new technologies and industry best practices.
Required Skills
- Minimum of 1 year experience in an IT helpdesk or technical support role.
- Strong understanding of Windows operating systems (Windows 10/11) and Microsoft Office Suite (Microsoft 365).
- Familiarity with network fundamentals (TCP/IP, DNS, DHCP, VPN).
- Experience with remote desktop tools and ticketing systems.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Ability to work independently and as part of a remote team.
- Customer-focused attitude with a commitment to delivering high-quality service.
Preferred Qualifications
- Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate).
- Experience with active directory management.
- Knowledge of mobile device management (MDM) and cloud services (Azure, AWS).
- Previous experience working in a Managed Service Provider (MSP) environment.
Perks & Benefits
- Competitive annual salary.
- Opportunity for professional growth and career advancement.
- Access to a comprehensive training and certification program.
- Generous paid time off and public holidays.
- Company pension scheme.
- Flexible remote working arrangement.
- Employee assistance program.
- Regular virtual team building events and social activities.
How to Apply
If you are a proactive and technically skilled individual eager to make a significant impact in a remote role, we encourage you to apply. Please click on the application link below to submit your CV and a cover letter outlining your experience and why you are the ideal candidate for this position.