IT Support Technician

• Investigate and progress first and second-line IT service desk tasks from users and third-party software suppliers through to resolution

• Ensuring that all users are aware of and comply with policies, regulations, code of conduct, and the misuse act

• Administer, maintain and document the IT systems to ensure continual improvements in service

• Maintain the internal IT knowledge base of technical and user documentation to provide up to date and informative content

• Deliver user training to promote and maximise the utilisation of infrastructure and software facilities

• Plan, coordinate and manage the installation, maintenance and upgrade of all desktop hardware (including laptops) and software ensuring that changes are implemented with minimal disruption

• Undertake any other relevant responsibilities, as directed by your line manager

• Log, categorise, prioritise and resolve tickets using agreed processes, knowledge articles and service standards

• Adherence to security, access and change procedures

We are looking for a highly customer focused Technical Support Analyst, eager to join a busy team in a fast-moving business, with excellent interpersonal skills. This would ideally suit somebody who has been in a similar role for 2+ years., * 2 years+ in a similar environment

• Sound knowledge of commercial software applications including Microsoft technologies (Windows, Office 365, Active Directory, Exchange Online, Entra ID) and infrastructure products and applying them to a business environment

• CompTIA A+

• Microsoft 365 Certified: Endpoint Administrator Associate

• CT BTEC Level 3 System Support

• First Line Analyst experience

• Excellent IT skills and experience in installing and supporting laptops, PCs, printers and peripherals in a networked environment

• Experience in the setup and configuration of mobile devices

• Experience in writing systems documentation

• Experience with utilising ITIL / Helpdesk systems

• Excellent communication and customer service skills, both internally and externally

• Excellent organisational skills

• Flexible approach

• Salary: up to £32k

• Hours: 9am-5.30pm during 6-month probation, moving to 8am-4:30pm after probation

• 25 days holiday, increasing with length of service (plus 1.5 extra days between Christmas & New Year)

• Private health scheme

• Pension scheme

• Cash plan (optional) - Medicash

• Death in service benefit