1st Line IT Technician

Who we are

European Electronique is a leading UK IT systems Integrator, specialising in the delivery of secure technology platforms including Hybrid IT, Cyber Security and Networking Infrastructure. Our innovative solutions are created in partnership with first class technology vendors and the vision of our customers provides the foundation on which we build. European Electronique specialises in designing and implementing solutions for public sector institutions including, Education, Healthcare and Local Government delivering key public services.

Job Summary

Contribute to the provision of customer focused, cost effective IT support services, supporting students, teaching and administrative staff at UTC Reading. The applicant will be responsible for maintaining effective service delivery standards and will provide hardware and software support to the IT department in order to ensure a high standard of service to students and staff.

Applicants will have excellent interpersonal, communication and technical skills, together with the ability to work accurately under pressure and independently or as part of a team.

Key Responsibilities

• Provide a professional first line technical advisory and diagnostic support service to European Electronique customers within a Service Desk environment during the service window.
• Provide a professional and effective first line remote network monitoring and management service to European Electronique customer environment.
• Ensure that all reported technical issues are dealt with professionally and competently and that they are recorded on the Service Management System and are resolved within the customers Service Level Agreement.
• Provide an effective communications interface between the school customers and the various groups within European Electronique.
• Provide 1st/2nd line technical support and call logging services to the school.
• Report and manage any incident that requires the services of a third party organisation.
• Monitor/manage call queues to ensure that support calls are being escalated and resolved within agreed SLA’s.
• Action any asset change in compliance with the Change Control Procedure.
• Complete additional ad hoc project work, as required.
• Assist the Network Manager by carrying out reasonable requests for additional duties as and when required.
• Make recommendations on potential improvements to working practices and performance to improve service levels and customer satisfaction.
• Contribute to EE’s solution library of fixes to common issues.
• Keep the working area clean & tidy at all times.
• Ensure compliance with ISO & Health & Safety policies and procedures.