IT Support Technician

Forest Garden are the UK’s leading manufacturer and distributor of wooden garden products in the UK. We are currently recruiting an IT Support Technician with experience of working in a Microsoft environment to:

• Manage the internal help desk system, Freshservice.
• Provide 1st and 2nd line support for end users.
• Manage users and devices in Microsoft Admin Centre, Entra, and Intune.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Work with our IT support partners to resolve technical issues.
• Maintain Windows servers, applications, phones and network devices over a wide area network.

• Support the Head of IT with projects., The successful candidate will prioritise and respond to technical queries and requests from internal users. They will also work with our IT support partners to resolve issues in applications such as Oracle NetSuite and 8x8. The right candidate must have experience of working in a WAN and domain environment, have strong networking skills, communicate effectively to understand issues and explain solutions, and work well in a team. They will be user-orientated and patient to deal with colleagues who have little IT knowledge. We provide a dedicated, friendly, and effective support desk service to our 230 users, while maintaining the highest levels of security and systems continuity. Responsibilities

• Serve as first point of contact for users seeking technical assistance via the Freshservice help desk system.
• Ensure all tickets are prioritised, assigned and resolved efficiently and effectively.
• Perform daily infrastructure checks, e.g. backups and storage.
• Administer MS 365 users and licences. ? Manage virtual servers via VMware and RDS.
• Accurately and actively maintain asset and licence registers, including Active Directory and Exchange.
• Carrying, installing, patching and maintaining PCs and network hardware, WAPs, printers, barcode scanners and phones. This can be across multiple sites, therefore having your own car is essential.
• Install and maintain client software such as Bitdefender and Office.
• Ensuring the security of systems and devices, as well as managing our cyber security training platform.
• Support the Head of IT in system change/upgrade projects, when required. Requirements

We are looking for an experienced and self-motivated IT Support Technician to provide efficient and effective technical assistance over a variety of systems as part of a small IT support team at our head office in Hartlebury, Worcestershire (including some home and remote working)., * A minimum of two years’ experience in an IT support role or similar.

• Good networking skills. ? Experience administering Windows Servers in vCenter, including Exchange.
• Administration of MS 365 users and licensing. ? Ability to diagnose and resolve basic technical issues. ? Manage and prioritise tasks effectively. ? Excellent communication skills and work ethic.

You will benefit from a full induction programme and training. Competitive remuneration packages include a BHSF Health Cash Plan, Discounts and Cashback in shops and other places nationwide, discounts on gym membership, and access to a 24/7 Employee Assistance Programme.

A full list includes:

• Your 21st, 50th and 60th birthday off (when falling on a workday)
• Your own or child’s graduation off (as above)
• Online Training Courses to suite your role and business needs
• Staff discounts
• Employee Intranet and Wellbeing Hub
• Access to our company benefits portal offering 24/7:
• Free Telephone Counselling Support
• Personal legal and financial information
• Health advice for medical and wellbeing issues
• Access to Dental Insurance and Health Cash Plans
• Mygym discounts
• Cashback for major brands
• Workplace Individual Savings Accounts (ISA)