Job Title: IT Technician
Location: Gateshead Team Valley, UK
Reports to: Business Systems Manager
Function: IT Support
Salary: Competitive
We are a forward thinking company located in the Gateshead Team Valley, committed to maintaining and developing our business IT systems. We value innovation, teamwork, and continuous improvement.
Job Description
We are seeking a dedicated IT Technician to join our team. As the first point of contact for IT support, you will play a crucial role in maintaining and developing our IT systems. Your responsibilities will include:
Duties & Responsibilities:
* Serve as the first point of contact for IT support within the organisation.
* Adhere to all company procedures and policies, ensuring health and safety protocols are followed.
* Collaborate with Shift Management to ensure IT-related tasks are performed to a high standard.
* Set up and test new and existing laptops and desktop computers, including installing necessary programs like Office 365.
* Update user desktop computers and laptops with new software and security patches.
* Administer Windows Server 2012 and manage company servers and virtual servers.
* Handle user accounts via Active Directory.
* Conduct research on tasks based on issues raised or for new hardware/software.
* Perform regular backups of the File Server and restore files as needed.
* Troubleshoot issues, including printer jams and clock-in machines.
* Create and test CAT5e/CAT6 cables.
* Procure hardware and peripherals.
* Provide software support for systems including SAP, Clearmark, and Myrias.
* Train IT users and liaise with Group IT on specified projects.
* Continually improve IT knowledge and identify areas for business improvement.
KPIs:
* Ticket resolution on first contact over 50%
* Ticket resolution within 3 days over 70%
* System Uptime
* Issue Resolution time
Skills & Experience Required
Strategic:
* Evaluate and apply technical information.
* Learn new skills quickly and integrate them effectively.
* Handle change and uncertainty with resilience.
Operating:
* Prioritise critical information and respond appropriately.
* Manage multiple activities and resources to achieve goals.
* Improve business processes to meet immediate and future needs.
* Manage time effectively to complete tasks.
* Provide colleagues with necessary information and eliminate roadblocks.
* Exercise good judgment under tight deadlines.
Energy and Drive:
* Achieve set goals and inspire others to do the same.
* Be energised by challenges and opportunities.
Organisational:
* Represent the company confidently and professionally.
* Aspire to advance within the organisation.
* Understand organisational culture and politics and adjust style accordingly.
Personal and Interpersonal:
* Negotiate firmly and diplomatically.
* Communicate a compelling vision and sense of purpose.
* Maintain a strong customer focus.
* Relate effectively with both executives and operators to drive teamwork and communicate goals.
* Collaborate with peers to solve problems.
Qualifications:
* Proficient in the support and configuration of Windows desktop and server operating systems.
* Strong organisational and interpersonal skills.
Experience:
* Proficient with Microsoft Office suite.
* Experience with maintaining print servers and their linkage to network printers.
* Strong problem-solving and technical documentation skills.
Quality Assurance & Training
* Carry out duties in accordance with Quality Assurance procedures.
* Contribute to improvements in the quality of department activities.
* Participate in training as required.
Health, Safety and Environment
* Perform duties safely in accordance with Health & Safety policies.
* Be safety-conscious and report any hazards to the HSE representative.