IT Support Technician

Inex Associates
04 Apr 2019
26 Apr 2019
Contract Type
Full Time
Employee Role Description

Title – IT Support Technician

Location – Leeds

Overview of role

Based in Leeds supporting staff in both our Leeds and Scottish office, and reporting to the Head of IT and Projects, the IT Support Technician has day to day responsibility for all IT and telephone issues arising in the business. They are the first point of contact for all users and will liaise with the relevant 3rd party IT suppliers, managing and escalating issues as necessary.

Key Activities

* 1st point of contact for all IT and phone related issues in the business from approx. 100 users

* Logging and liaising with 3rd party IT support providers

* Provide basic level of support over all of our software including industry specific databases (training will be given), MS Dymanics, MS Office, Broadsoft Phone system, Akixi call reporting and others as appropriate

* Supporting and managing the hardware installed locally including (and not limited to) a local domain controller, firewall and managed switches

* Setting up and cancelling user accounts in-line with staff changes

* Prioritise IT issues depending on their importance to the business

* Maintain regular updates to affected users on outstanding issues

* Responsible for the tidiness and organisation of the Comms room and spare IT equipment and ensuring out of date/unusable equipment is disposed of appropriately

* Purchasing of IT & phone equipment as required and authorised

* Keep all members of staff informed of planned downtime and updates as necessary

* Provide technical assistance to Head of IT and Projects as required

* Occasional visits to Scottish office to ensure any outstanding IT issues are resolved

Key Measures

* Responding and acting on all urgent IT matters within 1 hour and providing regular updates to the management team on these

* Responding to all non urgent issues within 1 day

* Help to ensure systems are available to users 100% of the time

* Reduced number of support calls logged with IT support providers

Skills Required

* Previous experience of dealing with end user queries

* Knowledge of firewalls, networking & basic server infrastructure

* Knowledge of PC configurations/networking

* “can do” flexible attitude

* Ability to keep calm under pressure

* Ability to talk both technically and non-technically and realising when each scenario is required

* Experience in dealing with non-technical users

* Good communication skillsThis role may require some out of hours work from time to time

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