NoMorePly Boarding Systems
I.T Support Technician
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Summary
The I.T Support Technician is a critical part of the I.T Team, providing 1st line support to staff for queries relating to systems and/or hardware. Working towards a set of SLA’s, completing tasks in a timely and efficient manner while maintaining good communication with colleagues. Utilising our network of 3rd party support to escalate effectively, ensuring a swift resolution to any challenges raised. Working in collaboration with the rest of the I.T Team to proactively deliver solutions focusing on the continuous improvement of systems and infrastructure.
The I.T Support Technician Roles and Responsibilities
- I.T service delivery: Oversee the day-to-day operation of the internal I.T Helpdesk, ensuring swift and accurate resolution of internal support tickets. Work closely with the wider team to ensure issues are triaged, resolved, or escalated efficiently.
- Helpdesk performance & trend analysis: Monitor helpdesk requests, incident trends, and service performance to identify recurring issues and opportunities for improvement. Use insights to implement process, system, or support improvements.
- Third-party partner management: Manage and progress escalation routes to third-party support teams, driving them to completion of outstanding support tickets.
- System/Hardware performance & maintenance: Monitor and maintain system performance, hardware and the asset register.
- I.T project management: Operating in co-ordination with the I.T Manager and wider team to deliver projects in relation to continuous improvement of the I.T systems and infrastructure. Participate in Internal Auditing of department processes.
- Employee onboarding & technology provisioning: Oversee the smooth onboarding of new employees from a systems and technology perspective, ensuring timely setup of profiles, system permissions, and equipment.
- Operational task management: Manage a list of recurring scheduled (Daily/Weekly/Monthly) tasks to ensure the smooth operation of systems and infrastructure.
- Task prioritisation & escalation: Triage and effectively prioritise tasks based on business/customer need. Escalating to the I.T Manager where there is an identification of significant impact or insufficient resource to complete tasks.
- Align to Cyber Essentials Plus: Work collaboratively with our 3rd Party Support to establish and maintain the Cyber Essentials baseline for the business.
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Skills Required
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- Strong organisation and multitasking abilities.
- Logical thinking skills.
- Adaptable, understanding of prioritisation and the triggers involved.
- Desire to learn new skills, features and functions.
- Foundational understanding of relational databases.
- Hands-on experience with networking hardware and infrastructure.
- Inquisitive, able to identify the root cause of an issue or ask the right questions in response to an inquiry.
- Previous experience in an I.T Support setting based around MS365.
Team and Individual Development
- Pursue training opportunities that are made available either internally or with partners that we work closely with.
- Identify training opportunities that would be valuable to your personal and/or your professional development.
- Share knowledge gained from training opportunities with the wider team.
- Develop a sound understanding of how other areas of the business operate to enable effective support when required.
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