IT Technical Support Officer

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The IT Technical Support Officer will be responsible for providing 1st line support to users and 2nd line support for all IT Infrastructure.

The primary objective will be to provide IT support to staff to enable the company to achieve its goals and ensure the reliability of the server and network infrastructure.

The post holder will monitor and maintain the computer systems of the organisation, install and configure software/hardware, diagnose and resolve software/hardware faults and manage company accounts with specific suppliers.

Responsibilities:

Ensures high levels of engagement with the business stakeholders, developing effective working relationships at all levels by simplifying complex technical messages and acting as an advocate of IT both externally and internally

Responsible for providing IT support to staff and reporting to the IT Services Manager

Keep all inventories up to date as and when changes are made

Ensures that appropriate IT policies are in place and adhered to by all staff

Ensures the company security policy is adhered to by all staff

Identifies potential new technologies that would benefit the business and improvements in the functionality and use of existing systems

Maintain the mobile phone accounts from setting up new phones to cancelling contracts

Create, maintain and remove any active directory user, contact or group accounts following the current procedures

Setup laptop, projectors and/or video conferencing equipment for meetings

Administer the hosted phone system with phone extensions, hunt groups, redirects etc

Move IT equipment when staff moves are required

Manage Incidents through the Service desk

Configure company laptops with remote working solutions

Ensure all printers are running optimally

Conduct network patching for IP phones and End User Computing Equipment when required

Maintain the Anti-Virus system and attend to any detections

Train staff on any IT aspect where training is required

Achieve high performance of IT services to meet the evolving needs of the business to ensure satisfied internal and external service users

Education/Qualification 

 3-5 years' experience within IT

IT qualification such as MCSA - desirable but not essential

 Job Related Knowledge 

 Windows 10

Active Directory

MS Exchange / Office 365 administration

MS Server 2012r2

Office 365

Wintel Desktop hardware

 Essential Skills

The position is for a mid-sized organisation the individual will need to possess the ability to provide support across a broad range of systems

Provides a high level of attention to detail

Team player, with demonstrable ability to work collaboratively with colleagues

Proactive and able to operate without direct supervision

Understanding of and commitment to the highest standards of customer service and care

High quality verbal and written communication skills

Ability to coordinate multiple tasks simultaneously

Well-spoken and presented

Ability to explain technical jargon in layman's terms

Able to deal with high pressure scenarios