IT Support Technician
West Malling
Salary £18 - 20k
1939J

The role of IT Support Technician is to provide first and second line support to the business on all IT related matters. This role will act as a point of liaison between the user, the wider business, in-house and external partners and suppliers.

Role responsibilities
• Installing and configuring computer hardware operating systems and applications - Desktop Setup, patching, MS Office 2010 - 2016, Windows OS (7,10)
• Monitoring and maintaining computer systems and networks - identifying issues with PCs and carrying out initial diagnostics/health checks
• Providing technical assistance to staff both in-house and remotely either over the phone, face to face or through remote screen sharing sessions
• Troubleshooting system and network problems and diagnosing and solving hardware or software faults
• Acting on errors received via monitoring solutions
• Acting in response to helpdesk raised issues through our online ticketing portal
• Upgrading or replacing faulty hardware parts as required - such as memory, hard drive replacement, monitors, peripheral devices
• Producing procedural documentation and reports - documenting fault/issue fixes within ticketing system
• Installation of bespoke software
• Using existing knowledge, online research, guides/printed material to resolve issues
• Setting up and maintaining user accounts - User profiles created in Active Directory, Exchange, Phone system. Updates made to signatures, access permissions via Security groups
• 1st Line Phone System Support - User/Group creation, Incoming DDI routing, Reporting and Call recording support
• To track day to day issues and provide feedback to Support Manager - escalating tickets as required internally and to external partners

Personal qualities & Key skills

• 1-2 years’ experience in an IT Support related role
• Excellent communication skills and ability to translate requirements
• Establishing good communication and working relationship with end users
• Understanding and communication of technical concepts
• Ability to influence across the business and with third parties
• Customer Centric by delivering excellent customer service
• Able to work individually and as part of a team
• Attention to detail
• Effectively organise and prioritise work for self and others
• Good written word and ability to effectively document process and procedures
• IP Phone System experience
• Self-motivation and passion to learn at a fast pace

Benefits include; 22 days starting holiday entitlement, Pension Scheme, Private Medical Insurance, Life Assurance, Gadget Insurance, Cycle to Work Scheme.