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The IT Technician’s role is to be the first escalation point for the IT Support team, ensuring security, support and guidance of IT Support. In addition, the role supports the Infrastructure Engineer, Application Support Manager and Business Technology Partner to ensure that the business maintains a robust, secure and evolving IT environment.
Key Duties
- Handle 1st and 2nd line IT support and collaborate with 3rd line support. Escalate to the appropriate hierarchical Support Manager as necessary.
- Ensure that all helpdesk calls are responded to within the appropriate SLA.
- Complete setup and decommission of employee onboarding and offboarding.
- Carry out inductions on the basic operation of IT hardware and software provided to new members of staff as required.
- Perform authorised change requests to the company Active Directory.
- Write specifications for purchase and upgrade of computers and related products and assist in the development of long-term strategies and capacity planning for meeting future desktop/laptop needs
- Configure and install PC hardware and software in line with company standards, ensuring reliability and a high level of performance.
- Carry out maintenance and upgrades on PC hardware and equipment when necessary.
- Maintain an accurate inventory of all assets that fall under the responsibility of the IT Team
- Diagnose reported infrastructure problems and effect appropriate resolutions with accurate documentation.
- Undertake small to medium size IT projects which may include 2nd line support, for example relating to network, servers, security and cloud.
Skills and Knowledge
- 3+ years of IT support experience (1st and/or 2nd line)
- 3+ years experience of configuring, installing and repairing PC and Laptop hardware
- Proficient with Windows workstation and server operating systems
- Good experience of Active Directory
- Proficient in communications protocols including TCP/IP, FTP and SFTP
- Proficient in MS Office 365 applications
- Excellent communications skills
- Able to prioritise own workload and well organised
