Job Description:
ā¢ Provide assistance, knowledge and user support in all aspects of IT to ensure the company's business gets maximum benefit from IT systems
ā¢ Perform system changes and developments to any of company's systems and applications to agreed standards and timescales.
ā¢ Provide basic hardware/software configuration, fault finding and problem resolution.
ā¢ Conduct routine maintenance, monitoring and administration on IT systems, hardware, network and business applications.
ā¢ Provide video and audio-conferencing system support to end users
ā¢ Supporting Group Digital projects/initiatives
ā¢ Liaise with external support organisations to ensure their service meets company's business requirements e.g. Service Desk, Telecoms provision and support.
ā¢ Answer technical queries and meet operational service levels
ā¢ Ensure own work satisfies quality requirements and is documented to departmental standards with all associated databases updated.
ā¢ Work as a team member and share knowledge with colleagues.
ā¢ Work to agreed personal development plans to broaden the skill range available for all systems and application areas.
ā¢ Generate KPIās and reports to share details on the IT service and IT activities.
ā¢ Provide user training, hints and tips and other user assistance as required on systems and applications.
ā¢ Provide purchasing advice to and purchase IT equipment on behalf of the business, place orders and manage the stock of IT equipment and spares.
ā¢ Be available to support the business during āout of core hourā working time.
ā¢ Proactively supports and operates solutions and takes measures to enhance processes and improve service delivery.
ā¢ Manage incidents and requests from customers.
Job requirements
ā¢ A sound range of IT skills, which need to be kept up to date in line with IT developments in the business.
ā¢ Have a basic understanding of the desktop and LAN\WiFi\WAN technical domains, involving familiarity with a wide range of environmental components and support tools.
ā¢ Good knowledge of computer hardware, Windows and Mac operating systems, and software applications
ā¢ Good understanding of mobile / smart devices, Android and iOS
ā¢ Good working knowledge of video conferencing platforms, Zoom, BlueJeans, Skype for Business
ā¢ Good working knowledge and experience in managing Office365 and Azure
ā¢ To demonstrate the ability to acquire and apply new technical knowledge, be able to work without close supervision.
ā¢ Work to high professional and personal standards in a disciplined manner to agreed standards and procedures and maintain appropriate databases and documentation
ā¢ The ability to work within a complex technical environment and able to perform tasks and resolve problems on a variety of systems and applications
ā¢ The ability to work within a team and be willing to share learning and to learn from others.
ā¢ Possession of good verbal and written communication skills.
ā¢ Maintain good personal skills and an ability to cope with potential conflict.
QUALIFICATIONS AND EXPERIENCE
ā¢ IT / engineer related diploma from polytechnic or degree from university
ā¢ Microsoft Certified Systems Engineer (MCSE) or a COMPTIA certification would be beneficial.
ā¢ ITIL Foundation V3 would be beneficial
ā¢ Thoroughness for investigating and monitoring systems and tenacity for resolving the root cause of problems.
ā¢ Familiarity with professional development standards
ā¢ Thorough knowledge of IT products and the marketplace
ā¢ Maintaining a good network of contacts within IT and within the business
ā¢ It is beneficial to have experience in the following technical support areas ā Windows operating systems, LAN / WiFi / WAN, Office 365, Office products Outlook, Internet Web Browsers, Skype, Zoom, BlueJeans messaging and conferencing.
PREFERRED SKILLS
ā¢ Strong interpersonal, communication and presentation skills.
ā¢ Must be analytical, self-driven and proactive in keeping up with new technologies and attention to details.
ā¢ Independent worker with initiatives, resourceful, positive attitude, friendly deposition, good team player and able to deliver results within tight deadlines.
ā¢ Experience of project management tools and techniques to assist in major Information Technology implementation projects.
ā¢ Some on-call or after hours work may be required