Company Profile
One of the largest employers in the area who offer a diverse mix of award winning services/businesses from their international gateway at Dover. Established a number of centuries ago this dynamic organisation is progressively moving forward by means of expansion, development and investment.

Position Expectations
Working within the IT department the purpose of this role is to support the delivery of all IT services, providing the initial ownership, assessment and resolution of all incidents and service requests, to enable the department to offer the best service possible to its customers.

Key Duties

• Facilitate the first customer contact point for the IT department, providing excellent customer service.
• Provide ownership of all reported incidents and service requests. Undertaking fault troubleshooting and resolution, within defined timescales.
• Ensure incidents (cases) are updated in the current IT service management tool, and where necessary to escalate to the appropriate third-party support provider, individual or team.
• Monitor system alerts and to ensure escalation to appropriate individual or team.
• Document and update user guides and resolutions as required.
• Carryout IT equipment audits as required.
• Provide maintenance of IT services, to ensure their operation and availability.
• Effect repairs to IT equipment and associated infrastructure e.g. telephone and data cabling.
• Install and configure new IT equipment and associated infrastructure e.g. telephone and data cabling.
• The post holder will be expected to travel to users and equipment to rectify faults, carry out installations and perform routine maintenance. This may require some out of hours support as required by business needs and the need to work additional hours on occasions


Skills and Experience
• Holding an industry recognised certification e.g. Microsoft Certified Professional, CompTIA A+/Network+
• A minimum of 2 years’ experience within an IT support environment
• Demonstrable experience of application and end user support
• Active Directory user and group administration
• Knowledge of Citrix XenApp session and user support Knowledge of general network (TCP/IP, DNS, DHCP) support
• Knowledge of general telephony (PBX and VoIP) support
• Current PLG (car) licence



Only suitable candidates will be directly contacted about this position and we will not store or process the data of candidates in any way unless consent has been obtained.