IT & Systems Tech Support Specialist, Guildford

2i Recruit Ltd
From £25,000 to £30,000 per annum 5k bonus
14 Oct 2016
14 Nov 2016
Contract Type
For: IT & Systems Tech Support Specialist, Guildford £25,000 - £30,000 £5k bonus Purpose of Post The role of IT & Systems Technical Support Specialist is to provide IT & Systems support to all business sites nationwide, in a professional, timely and solutions focused manner. Main Duties and Responsibilities · Ensuring the day to day smooth running of all systems is maintained at all times, following internal escalation policy/protocol/procedure ; · Ensuring that all software licensing laws are adhered to; · Providing secure access to the network for remote users; · Offering users appropriate 1st line support and advice in accordance with our internal service level KPI’s; · Managing crisis situations, which may involve complex technical hardware or software problems; and escalating where appropriate to the Head of IT; · Delivery and training all new employees on IT provided hardware and software; · Monitoring and maintaining computer systems and networks; troubleshooting system and network problems and diagnosing and solving hardware or software faults; · Talking staff or consultants through a series of actions, either face to face or over the telephone to help set up systems or resolve issues; · Recommending to the Head of IT replacement of equipment and devices as required; · Project management and supporting the roll-out of new applications; · Setting up new users' accounts and profiles and dealing with password issues; · Responsible and accountable for working continuously on a task until completion (or referral to third parties, if appropriate); · Providing ‘on call’ weekend support on a rota basis within the IT team. (approx. 1 in 3) · Ability to prioritise own workload and re prioritise during the working day to meet end user requirements · Travel to sites nationwide as required · Testing and evaluation of new technology · Working collaboratively with all members of the IT team to ensure all IT projects remain on track Strategic Areas • Evaluation of user needs and system functionality and reporting these to the Head of IT as appropriate • Support the Head of IT in the research, design and installation of new systems; • Keeping up to date with the latest technologies • Installing and configuring computer hardware operating systems and applications Reporting • Provide weekly metrics, reporting and analysis to the Head of IT on support and service issues, including; technical issues, ticketing, asset and lifecycle, making recommendations for reducing reoccurring issues and problems. Skills & Experience · Experience of working with, and building relationships with 3rd party providers · Ability to work independently on tasks and projects and re-prioritise own workload, reacting to end user requirements as appropriate · Proactive in approach to keep up to date with knowledge learning and sharing, attending mandatory training course and identifying seminars and courses that would be beneficial to professional development and progression · Knowledge/Experience of the following systems, currently in use, is highly desirable: o Telephonic (SIP / VOIP / AVAR / S4B ) o Window Server (DFS / Profile reduction / Network Settings / AD ) o SQL report writing o Microsoft SharePoint o Microsoft System Centre 2012 (PXE / SCCM / SCSM) o Windows 7 / 8 / 10 o Microsoft Office 365 o Domain Admin (AD / GPO / DNS / DHCP) o PAJ / EMR / CRM Qualities · Flexible both in approach and working hours · Displays confidence and commitment in all business interactions · Able to empathise and flex style to speak comfortably and confidently to a wide range of people · Determined to succeed · Works well under pressure and able to stay calm at all times whilst understanding when to escalate issues · Desire to learn and assimilates information quickly · Pro-active and self-motivated · Sound judgement and common sense · Team focused · Fluent spoken and written English This job was originally posted as

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