Infrastructure Support Technician

Location
Skipton
Salary
£27000 - £32000 per annum
Posted
15 Aug 2019
Closes
12 Sep 2019
Ref
00097460
Contact
Recruitment Genius Ltd
Function
IT
Contract Type
Permanent
Hours
Full Time
Join a dynamic & growing IT business as an IT Infrastructure Support Technician & be part of a leading IT consultancy, specialising in Advanced Security, Networking, Virtualisation and Services where you will be involved in varied technologies helping you develop your skills & progress your career.

Role Overview
Based on a client site in Skipton you will work as part of a team which is the first point of contact for 1st & 2nd line technical support issues. You will need an outgoing personality, excellent communication skills & be able to deal with customers face to face or over the phone.

You will also assist on project tasks where required

Key responsibilities:
- 1st & 2nd line customer technical support via phone, email & in person in a professional manner, ensuring that requests for assistance are properly logged, assigned and responded to in a timely manner in accordance with agreed guidelines & procedures, using the intended systems
- Respond to escalated, complex & high impact customer calls in a timely way following escalation procedures
- By using good communication techniques achieve excellent customer service relationships
- Implement suitable fixes & work-around solutions to analysed problems following approved change processes, keeping customers informed
- Update the Service Desk system with analysis findings & results
- Visit alternate sites as & when required (with occasional overnight stays) to facilitate problem resolution
- Ensure client confidence & protect the company & customer operations by maintaining confidentiality
- Proactively identify any improvements to customer infrastructures which will increase performance, resilience or functionality
- Assist on infrastructure projects where required to develop and improve customer / internal platforms
- Carry out regular housekeeping activities & preventative maintenance via system monitoring
- Attend training to develop relevant knowledge & skills

Required Skills
- 2 Yrs' experience of Desktop support (Microsoft OS & Applications)
- 1 Yrs' experience of Microsoft Windows Server & Active Directory
- Good working knowledge of Microsoft Office and 365
- Good working knowledge of networking technologies
- Working knowledge of virtualisation platforms
- Effective analytical & problem determination skills, verbal & written communication skills
- Ability to work on own initiative, to deadlines & under pressure
- Accuracy & attention to detail
- Good timekeeping
- Car owner with full driving license, willingness to drive to alternate locations

Desirable Skills
- Awareness of security (e.g. Firewall) technologies
- Experience of IBM Domino and Notes
- Experience of Microsoft SQL Server
- Knowledge of networking technologies, switch & router configuration & IP addressing schemes
- Basic PC based hardware engineering
- Microsoft Certifications (MCSE, MCP)

Benefits
- 28 days holiday (incl. Bank Holidays)
- Life Assurance
- Permanent Health Insurance
- Pension Scheme
- Discretionary Bonus Scheme

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