Overview
The IT Support Technician is responsible for providing technical assistance and support to end-users within the organisation. The role involves diagnosing and resolving hardware, software and network issues as well as installing, configuring and maintaining IT equipment and systems. The IT support Technician works closely with the IT team to ensure the smooth operation of IT services and the timely resolution of technical problems to minimise downtime and optimise productivity. You will also require both server (MSFT) and Endpoint Device experience - knowledge of Linux will be advantageous.
This is a hands-on support role based in Towcester but also helps to support the US facilities. Due to that requirement, a level of flexibility will be required. On occasions you may be asked to work additional hours, including assisting on weekends/evenings
You will also require both server (MSFT) and Endpoint Device experience. Knowledge of Linux will be advantageous. In addition, this position requires the IT Support Technician to manage infrastructure devices which contain government restricted data.
Key responsibilities
- Provide technical support to end-users via phone, email, remote assistance and in-person, troubleshooting and resolving IT-related issues efficiently
- Help maintain the health of the ticketing system
- Provide support for the Servers (Windows), PCs (Windows & Linux), PC applications and printers throughout the facilities.
- Install Company approved software (MS Office, SAP etc.).
- Maintain/enforce the IT Security Policies and procedures.
- Ensure maximum local system availability and remote connectivity.
- Identify and diagnose software/hardware issues, provide options, recommendations and troubleshooting.
- Keep detailed records of outages and provide regular updates to stakeholders via ticketing system and email communications.
- Assist with user on-boarding and off-boarding.
- Assist in deployment and maintenance of endpoints.
- Contribute to the creation, development and improvement of end user documentation.
- Develop key relationships with users and develop an understanding of key business processes.
- Perform other work-related duties and special projects as assigned.
Education
Degree and/or relevant experience or certification in Information Technology, Computer Science or related field.
Skills
- Demonstrable IT experience in a technical support role or help desk environment.
- Knowledge of Desktop applications including MS Office
- Experience in the support of other desktop technologies including printers and scanners.
- Ability to troubleshoot basic network issues and escalate as needed.
- Strong customer service, organizational and analytical skills.
- Ability to interface effectively with internal customers in a corporate environment.
- Excellent communication and interpersonal skills.
- Proven business partnership skills with the demonstrated ability to work in a matrixed organizational environment.
- Must be able to manage a variety of concurrent tasks and prioritize work to meet the growing demands of the business.
- Ability to work independently under pressure, multi-task and meet deadlines.
- Ability to handle confidential information in a discreet, professional manner
Approximately 10% travel and may include international sites.