IT Support Specialists

IT Support Technician Opportunities – 1st, 2nd, 3rd Line Vacancies

This is an exciting opportunity for a proactive individual to join an established IT business. The role will be key in supporting the business as it targets significant growth. We look after 200 customers in Herefordshire and the surrounding area, customers ranging from 5-10 staff toa school having 400 students and staff.

We are looking technical assistant engineer to join a team of 1st and 2rd line support team engineers, helping customers with escalated technical queries. An excellent opportunity to join a close-knit, friendly team and be part of our award-winning Customer Success department.

• Provide first-line technical assistance for computer hardware and software. Resolve issues for staff via phone, in person, or online.
• Provide first-line support and ticket handling for all internal applications and bespoke systems
• Log issues and requests and escalate to the appropriate 2nd or 3rd line teams and external providers as necessary.
• Work with 3rd parties to resolve issues
• Resolve technical issues in a timely manner using available resources
• Perform hardware and software installations, configurations and updates as needed.
• Assist the IT Team in all matters relating to IT service desk operations and adhere to all internal Standards
• Create and maintain troubleshooting documentation.
• Provide introductory training for staff on equipment and software.
• Support staff with the use of IT, including remote support and assisting with training where appropriate.
• Install and maintain computer hardware, software clients, laptops, audio/visual equipment and peripherals.
• Assist with the expansion and maintenance of the physical global and cloud network infrastructure including switches, cabling, Virtual Servers, and wireless network equipment.
• Office 365 administration such as Exchange, Azure AD and SharePoint.
• Support staff with the set-up and preparation of IT equipment.
• Report any detected breach of policy to the IT Management Team.
• Assist in the collation and provision of reports, project plans, training documentation and other papers as required by IT Manager.

Essentials:

• English (Required)
• Level 3 Or Higher Qualifications in IT/Computing
• Basic Active Directory and Basic Azure Active Directory Understanding Management
• MS Office 365 troubleshooting knowledge
• MS Windows 10 – 11 knowledge and problem-solving experience
• Basic knowledge of networking protocols (DNS, DHCP)
• Good knowledge of IT hardware/software and excellent PC skills
• Excellent verbal and written communication skills
• Ability and willingness to share knowledge across the team to aid learning and proficiency
• Ability to quickly and efficiently identify IT systems issues/outages and escalate where required to ensure SLA targets are
• Effectively manage own time and workloads
• Ability to maintain a professional manner under pressure
• Capable of being highly responsive and having a strong sense of urgency and a commitment to follow-through
• Ability to build and maintain effective and productive working relationships with colleagues, clients and third parties
• Willingness to increase your knowledge base of IT through home-studying/Higher Education courses.
• Experience or knowledge of SharePoint & site security.

Desirables:

• Basic Mac OS understanding, and knowledge would be advantageous
• Previous knowledge working on a Help Desk or Service Desk would be an advantage
• Flexibility and willingness to work outside normal office hours
• Willingness to travel.
• Familiarity with relevant IT-related procedures and policies (such as data protection, and information security).
• Accredited qualification in IT or equivalent demonstrable experience
• Experience or knowledge of Microsoft Power Apps, Power Automate & MS Forms
• Experience or knowledge of SQL Databases.
• Experience or knowledge of Powershell.
• Speaking a foreign language would be beneficial.

Benefits:

• Company events
• Company pension
• On-site parking
• Sick pay

Schedule: Monday to Friday

Work Location: Hereford Office