IT Technician

Alfen is excited to offer a unique opportunity to join our client based in Maidenhead, we have partnered with a leading smart IoT product company to revolutionize the way people experience technology in their everyday lives. We are looking for an ambitious and proactive individual to join the IT team of our client as an IT Technician. In this role, you will be key to supporting daily IT operations and enhancing the technology experience for the organization's team members.

About the Company

Alfen is thrilled to offer an exciting opportunity with our client, an innovative company based in Maidenhead. Specializing in advanced technology solutions, our client is a leader in the development of cutting-edge products designed to transform user experiences in professional and everyday settings. With a strong commitment to delivering high-quality solutions, they are recognized for their innovative technology that empowers businesses and individuals to enhance their operations seamlessly. As they continue to grow and expand their product offerings, now is the perfect time to join their dynamic team.

Key Responsibilities

• User Support: Assist users with a variety of IT-related issues, including:

• Audio-Visual/Conference Room support.

• Credential management (activation, deactivation, lockouts).

• Email setup and troubleshooting.

• Microsoft Office Suite (Word, Excel, PowerPoint, etc.).

• Remote administrative tools (Intune, Kandji, RMM).

• Mobile device support.

• Networking (LAN, VPN, WLAN, WAN).

• Operating Systems (Windows/Mac).

• Printing solutions.

• SaaS applications.

• Teams and other collaboration tools.

• Communication: Share important technology-related information with the organization, such as system outages and security initiatives.

• Technical Documentation: Create, edit, and maintain technical articles and procedures.

• Escalation Handling: Follow escalation procedures for system production issues and provide detailed reports.

• Customer Service: Deliver excellent customer service, with a focus on detailed follow-up and problem resolution.

• Incident Management: Identify and escalate urgent issues, as necessary.

• User Training: Conduct new employee orientation sessions to train end users on their company-provided hardware.

• Troubleshooting: Investigate and repair issues on endpoints, including antivirus and Windows patching problems.

• Security: Manage malware removal and implement preventive measures.

• Onsite Support: Occasionally travel to other office locations (e.g., Copenhagen, SLC, LA) as needed to provide support.

• Vendor Coordination: Assist vendors in locating technology assets for repairs or replacements.

• Project Participation: Support IT projects and initiatives as required.

• Mentorship: Guide less experienced help desk technicians in resolving technical issues.

• Helpdesk Management: Resolve support tickets efficiently, with an emphasis on first-touch resolution.

• Alert Monitoring: Respond to automated system alerts (e.g., disk space issues, malware detections).

• User Account Administration: Manage Active Directory accounts, user mailboxes, distribution groups, and business application accounts.

• System Administration: Work with backups, Active Directory, Exchange, and Windows server environments.

Skills, Education, and Experience

• Required Experience:

• 2-4 years of relevant IT experience (e.g., Help Desk Technician, Desktop Support).

• Experience working in both Windows and Mac environments, with some Linux knowledge being a plus.

• At least 5 years in an IT Help Desk or similar support role.

• Skills and Competencies:

• Strong customer service skills with the ability to communicate effectively across various levels of the organization.

• Ability to manage multiple issues concurrently in a fast-paced environment.

• Proficient in Windows server operating systems, Exchange, Microsoft365, and the Microsoft Office Suite.

• Familiarity with G Suite is beneficial.

• Understanding of networking concepts such as DHCP, Wi-Fi, RADIUS, and DNS.

• Basic knowledge of ITIL methodology (preferred).

• Ability to work independently as well as within a team.

• Organized, self-starter with a keen eye for detail.

• Educational Qualifications:

• Degree or certification in a related field such as Computer Science, Computer Engineering, or Information Technology.

• CompTIA A+, Network+ certifications (preferred).

Preferred Qualifications

• Professional Certifications: CompTIA A+, Network+ certifications, or equivalent.
• Audio-Visual Experience: Familiarity with basic audio-visual equipment like projectors and microphones for user assistance.
• Project Experience: Previous involvement in IT projects or initiatives.

Compensation & Benefits

• Salary: Competitive salary based on experience and qualifications.
• Benefits Package: Comprehensive benefits
• Growth Opportunities: Access to professional development programs and career advancement.
• Work Environment: Flexible working arrangements with occasional travel opportunities.
• Technology Exposure: Work with cutting-edge technology in a collaborative environment.

Why Join Us?

At Alfen, we value innovation, collaboration, and a dedication to customer satisfaction. This opportunity to join our client's IT team offers an exciting chance to be part of a company at the forefront of smart technology solutions. If you are passionate about technology and eager to make a difference, we encourage you to apply and take the next step in your career.