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| Title: | 2nd/3rd Line IT Support Technician (VR/04921) |
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| Date Posted: | 11th April 2017 |
| Salary/Rate: | £25,000 - £30,000 per annum |
| Location: | Lynch Wood |
| Type: | Permanent |
| Contact: | Sally |
| Description: | Meyer Scott Ref: VR/04921
This role offers the right candidate the opportunity to join a highly successful and fast-growing organisation, at the leading edge of the technology sector.
This role is responsible for providing IT support to all users and customers within and outside of the organisation for all incidents and service requests in respect of all information systems. With a large number of implementation projects being undertaken by the organisation, candidates should have the capacity to multi-task and work on various projects & incidents simultaneously. You should have an independent approach and be able to become a valuable member of the team.
Duties and responsibilities
• Follow Incident Management standards, including the Major Incident process, ensuring that these processes are followed and updated as and when appropriate;
• Assist in monitoring and resolution of incidents / requests assigned to internal support teams and 3rd party suppliers in accordance with agreed Service Levels;
• Continuously evaluate the existing processes and procedures to ensure that Incident Management is being carried out in the most efficient and effective manner, working with the Team Leader to initiate appropriate corrective action;
• Co-ordinate with other teams and the Problem Management process in respect of major incidents as and when they occur;
• Manage user escalations, ensuring that they are thoroughly investigated and that an agreeable solution is achieved for our users and customers;
• Help to raise the profile of the IT organisation with colleagues inside and outside of the business;
Essential skills
• Primarily a technical role, a broad range of technical skills is required in terms of diverse IT hardware, software and business applications.
• 2 years 1st and 2nd line support experience
• Excellent interpersonal skills both verbal and written.
• Demonstrate a very good understanding of network technology and principles including LAN/WAN design and support
• Experience in support and implementation of Windows Server, Active Directory, Remote Desktop Services, Microsoft Exchange,
Preferred but not essential
• VOIP Phone Systems
• Basic Linux Experience
• Cloud based services (e.g. Office 365)
Key Attributes
• Methodical and logical approach to problem diagnosis and resolution
• Excellent attitude to customer service
• Ability to communicate effectively and confidently with customers at all levels, by telephone, face to face and in writing
• Ability to effectively interpret users requirements
• Awareness of the essential role of IT within business
• Good standard of written and verbal English
• Ability to work on own initiative and manage own workload
• Pro-active, resilient and resourceful
• Adaptable and able to work to deadlines
• Enjoys a challenge; positive attitude with a high level of enthusiasm and drive
• Excellent attention to detail
• Desire to advance own career in IT.
• Full UK Driving license and own transport
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