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