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IT Support Technician

Employer
Hays Specialist Recruitment Limited
Location
UK
Salary
Competitive
Closing date
10 Apr 2021

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Sector
Technology & New Media
Contract Type
Permanent
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Job Details

IT Support Technician

IT Support Technician
Leeds City Centre + Home working
Up to £28,000 + On-call allowance

Your new role
Understand the IT requirements of the business and act accordingly to ensure these requirements are met in a timely and structured way, following escalation processes to ensure a consistent and professional service. Issues will be raised with the Service Desk either by telephone, email or in person.
All issues will be logged and assigned a priority. Where possible issues will be resolved during first contact.
Take the lead in receiving, logging and prioritising issues by telephone, email or in person whilst managing and owning individual ticket queue within the Service Management solution
Escalate issues that cannot be resolved within the defined timescale/SLA either internally or to Third Parties Provide day-to-day user support and liaise between the IT Service Desk the practice groups to resolve issues Manage and support of desktop and laptop computers
Manage and support iPhone, iPad and Android devices
Support remote/homeworkers on Windows and Apple OS
Manage user administration (Active Directory)
Managing spare PCs, upgrades, and replacements
Maintain server room including racks, cabinets, and storage
Configure new starter setup, account, hardware, and software configuration
Ensure asset register is current and up to date
Update knowledge management system with relevant tips and guides
Manage end user administration such as joiners and leavers
Set up Teams/Zoom calls, conference facilities, webinars and other AV equipment as required
Participate in 24/7 On Call rota (1 week in 3/4)

Experience needed
Excellent communication, customer service skills and attention to detail
Excellent problem-solving skills 3 years' previous IT experience
Highly motivated; willing to continually update knowledge and skill sets
Analysis and troubleshooting skills of all IT incidents
Ability to perform well under pressure and use initiative
Ability to identify business impacting incidents and escalate according to the escalation process
Citrix
Microsoft Office 365/2019 (intermediate to advanced)
Microsoft Windows 10
Microsoft Active Directory
Working knowledge of Microsoft Windows 2012/16 Server
Working knowledge of iManage or similar document management system
Knowledge of remote working solutions, e.g. VPNs and mobile technology
Knowledge of building PC's, imaging technology and troubleshooting support issues
Good understanding of networking
ITIL Foundation Certification (Desirable)

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
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