IT Support Technician

The duties of the IT Support Technician include being a reference point for all IT related queries from internal users, ensuring all information is captured into a defined task, together with desired outcomes. This also includes managing the support inbox, delivery exceptional service when dealing with requests that arrive via email, telephone or face to face. The IT Technician will perform a majority of break/fix IT issues with support from the IT Manager or Managed Service Provider. Additional duties include supporting other IT Team members resolving issues remotely or onsite.

Main job duties:

Provide onsite and remote IT Support to end users across all businesses, enabled by a ticketing system, within set SLA times and business priority

Completing allocated tasks to a high standard

Answering inbound calls, recording IT issue requests within a task, with desired outcome and time taken

Handling of new hardware requests, including ordering, setup and distribution

Completing assigned project work to a high standard

To complete work following any set Standard Operating Procedures (SOPs) Daily Job Duties:

Providing IT Support across all businesses of IPRS Group

Monitoring of Desktops, Servers and Networks

Working through tasks, as prescribed from the IT Manager Weekly job duties:

IT System checks

Stock level checks

Asset Management checks

Reporting to IT Manager on ongoing IT Issues Ad-hoc job duties:

Taking delivery of any IT equipment and asset tagging

Setting up new IT equipment

Updating knowledge base and SOPs

Travelling to remote sites to support the IT Team or onsite users

GNVQ/NVQ Level 2 qualification or equivalent or

6 GCSE/O level passes Grade 9-4 (A*-C) or equivalent, including English and Math

Recognised ICT qualifications (D):

CompTIA A+

CompTIA Security+

MCSE: Server Infrastructure

MCSE: Desktop Infrastructure

MCSA: Windows 7/8/10

Full UK Driving License

Ability to pass DBS Checks

EXPERIENCE AND KNOWLEDGE:

A minimum of 2-years IT experience (E)

Experience of using various Microsoft programs (E)

Experience of using IT technologies:

Clients; Windows 7/8/10, Desktop, Laptop, Mobile Phones and tablets (E)

Servers: Windows Server, Linux Distributions, Azure Cloud (E)

Domain: Active Directory, Group Policies and File Servers (E)

Security/Networks: Anti-Virus, Backups, Firewalls, Routers, VPN, Telephony (3CX) (D)

Experience using IT Solutions:

Using and Supporting Microsoft Office (E)

Supporting computer networks (E)

Installing PCs/Upgrading software (E)

Supporting custom applications (D)

Data download and transfer (E)

Network and system monitoring (E)

Routine system administration (E)

Experience with using a Ticketing Management Solution

SKILLS AND ABILITIES:

Ability to communicate effectively with internal and external customers verbally and in writing (E);

Ability to time manage to meet agreed deadlines in a demanding environment (E);

Ability to build good relationships (E);

To be professional and have a competent manner (E);

Clear and concise written and spoken communication skills, in particular a friendly telephone manner (E);

Attention to detail and the ability to record information accurately (E);

Ability to prioritise and meet relevant Key Performance Indicators in a demanding environment (E);

Understand change management processes and their importance (D)

Understand and follow procedures where set (E)

Ability to work on own initiative in a proactive manner (E);

Team worker who is flexible and has a positive attitude to learning and self-development.

Well-organised and able to take responsibility for assigned tasks

The applicant will need to be able to demonstrate an excellent level of technical knowledge and be able to apply the knowledge in a structured approach to solve IT issues

Colleagues are essential to IPRS Group, which is why we give so much in return for their hard work. In addition to a competitive salary, we offer a range of benefits, including:

Salary: £27,000 - £30,000

IPRS Group are a leading health and wellbeing business comprising of 5 organisations all providing a diverse range of clinical products to a wide range of clients in the public and private sectors. IPRS Group provide support to our organisations whose services have a huge impact into improving the lives of thousands of people each year.

We’re passionate about providing our colleagues with a work environment they can feel comfortable in and can grow professionally. In 2020 we signed the Time to Change Employer Pledge, affirming our commitment to protecting our colleague’s mental health and last year became a Disability Confident Committed employer.

We are committed to supporting the environment through reducing our carbon output and offsetting what we do emit.