IT Technician (Fixed Term 12 months)

We are seeking a friendly, enthusiastic and customer-focused IT technician to work within our Ipswich offices providing technical assistance and resolving day-to-day IT issues for our colleagues.

As part of our small IT team, you will act as the first point of contact for colleagues in the office and those working remotely ensuring excellent customer service and will liaise directly with our managed service provider as required.

In this role, you will be the frontline support for the Firm’s IT infrastructure, ensuring the seamless operation of hardware, software, and network systems. Your expertise will help to troubleshoot technical issues efficiently, and deliver exceptional support to end-users.

Responsibilities

• To deliver excellent customer service and IT support to our colleagues working, both within the office and externally
• To be responsible for liaising with our Managed Service Provider (MSP) to ensure tickets that have been raised are actioned within a reasonable time frame, and assisting the MSP to fix issues where required, as well as escalating internally where appropriate
• To be the on-site point of contact to assist users and the MSP with troubleshooting IT issues they may encounter and suggest best working practices so we can fully utilise the software we have
• Following up on issues with end users to ensure an effective resolution has been met following an issue, or after the introduction of new technology and processes
• To be responsible for liaising with the MSP and Prettys’ HR department to set up new starters and work experience, including ordering the correct equipment, working with the MSP to test the configuration and ensure it is correct for the job role
• To carry out the initial IT induction for all new starters and work experience, as well as provide training and drop-in sessions for new technologies or processes where appropriate
• Assist and support the Project Manager and the IT and Communications manager with project implementations
• To assist with any ongoing or new IT projects to ensure successful implementation
• Creating IT how-to guides and assist with internal training
• To support and work alongside ‘internal’ customers across a range of IT applications including Office 365, video conferencing, telephony, legal systems and IT hardware
• To undertake the Firm’s PAT testing requirements
• To keep up to date with professional development in terms of IT technologies
• To build and maintain strong working relationships throughout the firm with staff at all levels
• To foster a positive and collaborative work environment
• To report to the IT manager and Finance Director on common issues, with suggestions on resolutions
• To perform such other duties as are necessary for the proper discharge of the post and as may arise from time to time

• A sound understanding of IT systems and processes
• The ability to problem solve and work on own initiative
• An ability to prioritise workload and to work effectively under pressure
• Excellent communication skills with the ability to bridge the gap between technical and non-technical stakeholders
• Excellent customer service skills
• The ability to articulate complex technical concepts in a clear articulate manner
• The ability to have a physical presence in the Firm’s offices in Ipswich
• Flexibility with both hours of work and tasks, including across different teams, to best meet the needs of the Firm
• A collaborative and tolerant approach
• Excellent attention to detail, * first line IT : 1 year (preferred)

Language:

• English (required)