You will be the first point of contact for office and store users reporting IT issues or requesting IT services. You will triage IT issues to ensure that the right items are priorities to meet operation business requirements, provide first time fixes where possible or research and consult with colleagues when needed to ensure prompt resolution.
Candidates for this role must be prepared to work with bespoke written & modified platforms/software (not just “out of the box” configured items) and so must be highly adaptable and able to apply logical problem solving. You will be required to contribute to project work to ensure the business systems are kept suitable and fit for purpose.
The Business is in current rapid growth period and this may result in some early/ late or weekend working. Some element of travel or overnight stay to visit other offices as required to support the business from time to time, so as such must hold and maintain a full valid driving licence and vehicle.
Provide weekend on call support on a rota.
EXPERIENCE / SKILLS:
Ensure calls are answered promptly and dealt with professionally and within SLA’s defined by the business.
A high level of professionalism in all business communications (verbal and written) ensuring state holders have regular updates at least ever other working day.
Assist with ITIL operations this includes incoming tickets analysis for high priority, wide-ranging or recurring issues and generating problem tickets as an when required.
Assist with identifying and highlighting user IT-training issues, providing end user training documentation to bridge some of the gaps.
Communicate high priority issues to the team so everyone within the team is aware and request the necessary team assistance where needed.
Write up and improve operating procedures to support the company and assist in the company attaining ISO certifications.
Provide first-time fixes for standard IT issues and requests, and other issues where confident to do so in a timely manner making use of the company’s remote support tools, as necessary.
Work with users to determine useful, detailed, and accurate information.
Ensure all issues and service requests are accurately recorded in the IT ServiceDesk system.
Ensure the Asset register & configuration database is accurate and updated.
Ensure the ITIL Change management process is followed.
6 months Previous IT Support / 1st Line Experience
Able to demonstrate a good understanding of IPv4 networking, firewalling, VPN tunnelling and associated debugging techniques.
Understanding of common internet protocols, HTTP/s, DNS, NTP, SIP
Troubleshooting connection issues remotely
Windows 10 Administration
MAC OS Administration
Azure Active Directory
Office 365 exchange and sharepoint