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IT Support Technician

To provide 1st and 2nd line support to end users and resolution of a 24/7 operation liaising with IT infrastructure team, office, and field staff.

 

Key responsibilities:

  • Monitor and manage incoming service tickets queue, taking ownership of the tickets ensuring all service requests are logged (sent via service desk portal, email or phone).
  • Communicate fully and effectively with team/users throughout the incident lifecycle, always ensuring that the user is fully aware of the status of their request meeting the set SLA.
  • Provide Problem Management by using all the information to hand to identify, prevent or resolve either ongoing or potential issues that would adversely affect the business.
  • Supporting other team members to resolve issues.
  • Using existing SCCM platform to deliver and update all applications.
  • Work closely with line manager on IT infrastructure projects, as required by the business, in support of the Company’s commercial objectives from time to time.
  • Work with the business team(s) to technically assess, document, communicate and implement change requests to ensure minimum impact to the business when undertaking essential work and maintenance.
  • Work with the team to provide planning for patch management and implementation.
  • Ensure IT infrastructure complies and is in line with cyber security requirement to avoid breach.
  • Work with the third-party support company to assist with DR planning and testing.
  • Liaise with third party suppliers/vendors to raise and log purchase orders for IT hardware and software.
  • To work with line manager to ensure OOH support for emergencies and planned tasks.
  • Keep IT infrastructure documentation up to date reflecting the current state of affairs.
  • Monitor IT infrastructure (via existing tools in place) regularly to maintain business continuity.
  • Monitor daily that backup is working and complete a test recovery.
  • Ensure on-going technical problems are logged and tracked in the correct system.
  • Supporting users in a remote environment (home-based office staff and field engineers).
  • Set-up AV equipment and applications for meetings as and when requested.
  • Proactively maintain the asset management database to ensure that records are up to date.
  • Manage onsite access control systems application

The Requirements:

Key Skills and Experience:

  • 3-5 years’ experience in a similar role or industry
  • Proven experience in managing IT infrastructure.
  • Windows Client OS experience (Win 7 – Win 10)
  • Windows Server Technology (2008R2 – 2016)
  • O365, Azure, SharePoint
  • AD, DHCP, DNS,
  • VPN, SonicWall, Router
  • TeamViewer
  • VMware
  • Veeam, ShadowProtect
  • IIS
  • Unified Communication and Cloud Telephony.
  • MaaS360
  • NAS
  • Enterprise AV
  • MS System Centre Configuration Manager
  • Access Control systems

 

Person Specification:

  • Strong work ethic.
  • Patient and prepared to teach users.
  • Excellent general written and verbal communications skills.
  • Evidence of working effectively within a team.
  • Good organisational skills.
  • An understanding of the need for confidentiality
  • Ability to stay calm when working under pressure.
  • Ability to work with minimum supervision.
  • To have an enthusiasm and passion for IT.
  • To be flexible with a proactive nature.

 

Qualifications:

  • University degree in computer science or a relevant IT area and/or qualified by experience in a similar IT role.
  • ITIL Foundation or any IT related accreditations would be desirable.

 

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