IT Support Technician

POSITION:

IT Support Technician

REPORTS TO:

IT Manager

SUPERVISES:

N/A

JOB PURPOSE:

To provide first and second-line technical support for all IT, AV, Telecoms and reprographics equipment, acting as the first point of contact for staff seeking assistance.  Troubleshoot and resolve issues within the team and escalate to internal and/or external support specialists as required.

Reporting to the IT Manager the successful candidate should be dynamic, flexible, driven and professional in all interactions  - helping to develop and maintain a skilled and customer focussed team.

KEY RESPONSIBILITIES:

·     Providing first and second line support to all  staff with IT, telecoms and AV issues

·     Respond to support requests in a timely, service focussed and helpful manner

·     Accurate, expedient and effective administration of the following key systems:

o   Active Directory

o   IT Asset Register

o   Desktop and Mobile Device Management System

o   Office 365

o   Mimecast

o   Freshdesk Support System

o   Mitel MiVoice Phone System

o   Laboratory Information Management Systems

o   Change Control Documentation

o   Actitime

o   Genedata

·     Desktop computer builds, software installation and deployment to staff

·     Assist and advise staff regarding the use of IT systems while upholding the company polices

·     Administration of our telephone system, including installation of new phones, under the direction of provider, and management through the MiCollab portal

·     Maintenance of some Windows and Linux servers (subject to experience and training)

·     Participating in IT infrastructure projects being led by the IT Manager and/or Director of Informatics

JOB REQUIREMENTS:

Education and Experience

·       Minimum GCSE Grade B (6) in Maths and English Language

·       Computer science qualification to A level, or equivalent vocational qualification preferred but not required

·       Minimum 2 years experience in an IT Support role

Skills and Knowledge

·       Sound knowledge of Windows 10 operating system and configuration

·       Good working knowledge of administrating Active Directory

·       Good knowledge of Microsoft 365

·       Sound knowledge of Ubuntu Linux preferred but not required

·       AWS experience is preferred but not required

Competencies

·       Excellent written and verbal communication skills

·       The ability to prioritise tasks effectively

·       Ability to work unsupervised

·       Sound troubleshooting skills and a methodical approach