IT Support Technican

position description

IT Support Technician

South Gloucestershire

My client is a growing engineering specialist in their field. They are looking for a System Support Technician to join their expanding team to provide primary support to their staff and end users.

The role covers a range of support tasks from first line client support to system deployment and implementation. This requires a self-motivated, flexible and personable applicant who can work on their own initiative and without immediate supervision. A non-exhaustive set of tasks will include:

• Implementation and training customers and staff on the in-house portal and e-logbook
• Being the first point of contact for all customer and employee support requests for company systems.
• Providing 1st Line IT support to around 400+ users using telephone and email contact including: IT hardware, software and telephony faults
• Obtain key information relating to support requests to enable effective investigation, ensuring this is accurately logged into the ticketing system
• Receive goods deliveries; ensuring goods delivered are correct, not damaged or faulty
• Setting up new users' accounts and profiles and dealing with password and cloud syncing issues
• Providing support for the implementation of ongoing and new in-house IT projects
• Providing support during the integration of company acquisitions

The role requires the successful applicant to meet challenging internal and external SLAs whilst maintaining a high level of customer service to ensure that the client offers prompt and efficient services to its clients. The right applicant will be dynamic, friendly, proactive, and engaging with good communication skills, but most importantly have a willingness to roll up their sleeves and get stuck in. An aptitude to learn and progress is essential for this role which, for the right person, will grow and develop

The candidates should possess the following skills:

Essential

• Microsoft Word, Excel, Powerpoint - expert user
• Microsoft Visio, Project, Skype for business, Office 365 - intermediate
• ITIL Foundation

Desirable

• ITIL Intermediate - Operational Support and Analysis, Practitioner
• Familiarity with Agile development and deployment processes, e-learning and data analysis would be advantageous.
• To be able to communicate clearly and calmly under pressure in a busy working environment both in person and on the telephone
• Possess excellent analytical and problem-solving skills
• Be able to prioritise workload and make informed decisions without immediate direction
• Be able to lead on resolving helpdesk incidents raised both internally and by clients
• Be able to investigate, diagnose and resolve or escalate problems relating to: software, hardware, networks and operating systems
• Have good interpersonal communication skills with a natural ability to build rapport with staff and customers
• Have a strong aptitude for accurate record keeping
• Knowledge of CRM and database reporting
• Knowledge of software template design

A full, clean UK driving licence is required. Some travel is required in the role.

Experience:

It would be advantageous but not essential for the candidate to have the following experience:

• Call centre/Customer service
• Knowledge of MS operating system and MS Office as well as relational databases/SQL Server would be beneficial
• Knowledge of cloud based systems
• Knowledge of CRM Software such as Clik Service
• Knowledge of software template design

Salary: competitive

Benefits include:

Pension

Perk Box - discounted cinema tickets, cafes, shops etc

Free parking

Pleasant and friendly working environment

For more information on the role please Giles Churchill at Omega Resource Group on 01453 829794

Omega Resource Group Ltd is acting as an Employment Agency in relation to this vacancy.

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