IT Support Technician

The role involves providing technical support to onsite and remote users. The individual will manage and monitor IT Service Desk Incidents via a call management system. They will prioritize and allocate all requests within the IT Support teams and manage user system access for various applications.

Responsibilities

• Provide technical support to onsite and remote users.
• Manage / monitor IT Service Desk Incidents via call management system.
• Prioritize and allocate all requests within IT Support teams.
• Manage user system access for various applications.
• Identify ways to improve the quality of service provided and/or the efficiency of processes within the IT Service Desk.
• Ensure all incidents are managed in accordance with targets set out in the SLA.
• Escalate any issues/outages to the IT Service Desk Manager.
• Work as part of a shift rota.
• May be required to work as part of an on-call rota.

Requirements
Essential Skills

• Three years of experience within a support team.
• Windows 11 support and build experience (both OS and PC hardware).
• Citrix support experience.
• Active Directory experience.
• SCCM experience.
• Exchange account maintenance.
• Incident management skills.
• Experience with a call management system.
• Experience with Office 2010/2016, 365.
• Experience with Networking/Patching/Server Support.

Desirable Skills

• Microsoft certification.
• O365 knowledge.
• Managing small projects from start to finish.
• Windows 10/11 migration experience.
• Avaya/Cisco Telephony skills.
• ITIL foundation certified.