IT Support Technician

This role will involve occasional travel to remote our locations from Livingston to Dagenham for implementations and to resolve issues onsite. This may also include some over night stays.

Our Head Office is based in Doncaster so travel to here once a week is also essential.

You'll be working within a small, fast-paced IT department, servicing tickets both remotely and across our workshop estate. You will need to be able to give technical support to users and customers across our Microsoft and networking technologies.

Hours: Monday - Friday 9am - 5pm (but hours may vary with travel)

What you'll do

• Triage support tickets, answer user phone calls/queries, and work on them through to resolution. Including on site customer support centre and remote locations.
• Logging and escalating tickets with third parties where required, ensuring communication back to the user.
• Diagnosing and rectifying technical problems and queries following first line fix criteria and where possible resolving at first call.
• Setting up new users' accounts and profiles and dealing with password issues.
• Identify opportunities to improve customer experience.
• Resolve incidents with multi-functional devices (printers, scanners).
• Build and configure new hardware including Servers, PC's, Laptops and Tablets. Install and upgrade associated software.
• Ensure IT asset management system is updated and accurate.
• Workshop implementation and de-commissions
• Server administration including Windows Server activities, Active Directory, File and Print services, shares and Group Policies.
• Respond to alerts from our monitoring system to provide Pro-Active maintenance, resulting in less outages and downtime for our customers.

• ITIL foundation desirable
• Experience using Microsoft Server and Desktop operating systems.
• Demonstrate a good level of troubleshooting and show the ability to diagnose and resolve potentially complex issues through to their resolution.
• Working knowledge/experience of 0365.
• PC, laptop and tablet set-up and configuration.
• ·Experience of WIFI/Networking, configuration and troubleshooting.
• Basic knowledge of troubleshooting mobile devices.
• Excellent and friendly attitude when dealing with users/customers both on the phone and in person, as well as the ability to explain potentially complicated issues in a way users/customers can understand.
• Excellent writing skills. Most of your work will be written and customer facing (User tickets, emails, documentation etc.)
• Experience of using Freshdesk or similar ITSM product to manage issue resolution and service requests.
• Be able to demonstrate your ability to work as part of a team to resolve potentially complex issues, but also work on your own to perform installations and project work when required.
• Ideally have 2+ years previous experience in a similar role
• Must have a Full Driving Licence, Ability to travel in the UK as required.

Pullman is one of the most recognisable industry names when it comes to maintenance and repair of the UK's commercial fleets.