This fantastic opportunity for a motivated 1st Line Technician professional with an aptitude for problem solving IT issues and excellent customer service support skills. You will be working as park of an onsite Services Team delivering quality front-line support for a prestigeous contract, with key focus on delivering to the customer within the agreed services.
This role attracts a salary of £24k pa and eligibility for a non-sales-based incentive.
Note: You will need to be fully SC cleared or able to attain this role. Therefore you will need to have been resident in the UK for a minimum of 5 years with no more than 4 weeks spent out of the UK in that period.
In the role, you will cover a broad range of Device, Compute, Network and Application services, the prime responsibilities include multiple aspects of IT End User Support:
- Providing 1st line support to End Users based both on and off site - this will involve driving therefore a full, clean driving licence is required
- Resolution and/or escalation of faults reported within agreed SLAs
- Ensuring all actions carried out on tickets are recorded accurately in the Service Management toolset
- Managing IT assets (e.g. laptops, printers, monitors, etc.) accurately in the Service Management toolset
- Managing users, computers, and group membership within Active Directory
- Support and troubleshooting of Microsoft Operating Systems (e.g. Windows 10)
- Imaging and updating end user devices in line with local policy
- Installing and updating end user software applications
- Issuing End User Devices and providing introductory training to multiple users at a time
- Development of work instructions that can be operated and managed by the 1st Line Support team
- Deploying, supporting, and maintaining IT Devices (Laptops), Print services, Audio Visual services and Operating Systems (Microsoft Windows 10)
Experience, Skills & Qualifications
Essential
You have notable experience in the following:
- Providing L1 technical support covering: Incident, Problem and Change Management
- Working in a desktop support environment, with special focus on configuration and configuration management tools; especially Microsoft OS
- You should have broad knowledge of IT and communications services and technologie
Desirable
You have experience in:
- Working in a Defence-based (or similar) environment, as well as an understanding of the MOD's ICS security policy
- Active Directory administration
- ITSM/ITIL Policies and Processes, ideally ITIL v4
- CompTIA A+ IT Qualification
- Certification in Microsoft Technology Associate IT Infrastructure and/or End-User Compute (Desktop)