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The Role of IT Support Technician is integral to the IT team. The postholder will be responsible for the smooth running of ServiceDesk and BAU service to our internal customers.

The postholder will work closely with all members within the team to ensure that the AST IT systems within all Business units are kept secure, stable and provide a high level of service to our users and customers. The postholder will be primarily responsible for ensuring AST Users are provided with first class IT support. Ensuring that all support requests are resolved or escalated to the correct team in an efficient manner and ensuring that users are informed in their progress throughout.

Responsibilities and Deliverables

In order to fulfil the role, the role holder will :

• Contribute the processing of support requests for the IT ServiceDesk, ensuring tickets are correctly categorized, updated, actioned, or escalated to other members of the IT team within agreed SLA's.
• Provide IT User support, both hardware and software for IT devices.
• Ensure on-site presence to support and operate the Service Desk during core business hours (8 : 30 a.m. - 5 : 00 p.m.).

Assist with Maintaining AST`s User Endpoint estate, this includes :

• Installation configuration and deployment of Endpoint devices to AST users
• Maintaining Hardware inventories
• Maintaining Software Licensing
• Performing Hardware & software refresh on end user's devices
• Managing endpoint security (AV\Patching\MDM etc)
• Problem management - investigation of repeating issues through to root cause and resolution.
• Be comfortable liaising with & managing 3rdparty vendor / support relationships, and other services required by the IT department.
• The postholder will need to respond to alerts generated by the AST's monitoring platforms, as well as suppliers and customers alerts and concerns in a timely manner. This will involve working closely with other members of the IT department as well as other AST departments, customers and external 3rd parties as required.
• The post holder will be required to respond to, and action appropriate support tickets submitted to the IT department through the ticket system. It is expected the postholder will initially work on 1st & 2nd line tickets, escalating more complex requests to other departments.
• Escalate issues that cannot be resolved to more senior members of the IT department or engage with 3rdparty support organizations as appropriate.
• Ensure all work is thoroughly documented as required and technical records are accurately maintained.
• Ensure IT policies and procedures are adhered to, and where IT policies or procedures are found to be lacking, work with colleagues to create or update existing policies and procedures, with directions from senior department members relevant 3rd parties.
• Communicate effectively to customers or other IT team members and convey complex technical information to said parties with varying levels of technical knowledge as appropriate.
• Be expected to take on other reasonable tasks and responsibilities not listed in this job description to ensure the smooth running of the team.

The postholder must have expert knowledge equivalent to at least 1 year's experience in the following technologies order of priority :

• BCS Level 3 Information Communications Technician

• Use and knowledge of a Service Desk ticketing system

• Administer user accounts, and email through Office 365 \ Active Directory

• Microsoft Mobile Device Management tools like Intune or 3rdparty equivalents

• Monitor endpoint security using AV / Updates / Email Monitoring / Vulnerability assessment systems

• Windows Server operating systems 2012-2019 and Windows 10

• Standard troubleshooting, administrative and configuration tools (CMD and PowerShell)

• VoIP / Telephony administration experience

• Create / Update documentation, including procedures and user guides

• 1st Class verbal and written communication skills - customer facing.

• It would be advantageous for the postholder to have a good understanding of and be able to perform normal administrative tasks on the below technologies :

• IP & Networking

• Microsoft server roles and features (AD, DNS, DHCP, RDS)

• Microsoft Exchange Server \ Office 365 in a hybrid environment

• Network Monitoring Tools / NMS / NP Management Desirable Qualifications

• CompTIA A+

• Microsoft AZ-900 & Microsoft SC-900 The Person - Bringing your personality to AST Networks. Unlock Your Potential - Ready to make an impact with your unique personality? We're seeking individuals who can demonstrate ability to :

• Multitask and prioritise effectively in a fast-moving environment.

• Communicate clearly and professionally across teams and with customers.

• Demonstrate accuracy, consistency, and a strong attention to detail.

• Work both independently and as part of a collaborative team.

• Stay calm under pressure and meet deadlines with efficiency.

• Embrace continuous learning and adapt to evolving processes and systems.

• Career development and opportunity to learn and grow.

• A value led culture that puts its people first - "you are our Company."

• Company Pension scheme (including salary sacrifice)

• Private Health insurance for you (with the option of adding family members)

• Life Assurance (4 x salary)

• Enhanced Maternity and Paternity benefits Health Assured Employee Assistance Programme (EAP)

• Long Service Awards

• Free Coffee, tea and fruit

• Free parking and electrical car charging points

• Family and corporate events The AST Networks Story We have a talented team of over 180 people in global offices providing connectivity solutions to a wide range of maritime and land customers around the World in a multitude of industries. From mining, oil and gas to emergency services and shipping. We pride ourselves on our values and our success is driven by a talented and dedicated team of professionals who work together to achieve our goals. AST Networks is a trusted global satellite communication solutions provider. Providing a comprehensive range of bespoke solutions over Satellite, whilst ensuring all infrastructure, high quality voice and data connectivity is reliable and available 24 / 7 to the most remote and inhospitable areas. We understand the critical importance of staying connected in today's World and we leverage our expertise and cutting-edge technology to provide a range of reliable connectivity solutions to meet the unique needs of our clients - helping the most innovative companies and vulnerable people deliver data, including voice over, to any device, anywhere in the moment. Our vision is to empower our customers with pioneering, dependable remote communication solutions that deliver operational excellence in situations that demand faultless performance.