Responsibilities
* The IT Technician is responsible for first and second level support for all Dunbia Cross Hands standard IT software and hardware.
* This position provides effective diagnostic evaluation of end‑user needs, responding to and resolving each issue or complaint to the end user’s satisfaction.
* Resolution includes but is not limited to: identifying, researching, and resolving technical problems with a timely response to telephone calls, email, IT Service Desk and face‑to‑face requests for technical support.
* The position also requires accurate documentation, tracking and monitoring of the problem to ensure a timely resolution while ensuring business continuity.
* Provide quality service to Dunbia Cross Hands customers in all assigned tasks.
* Support all internal and external customers with product training, knowledge, and expertise.
* Provide solutions in a timely fashion for issues that may arise with all Dunbia Cross Hands systems.
* Log and track support calls raised on the IT Support Desk system, prioritising and escalating jobs as required to ensure end‑user satisfaction.
* Identify trends in the support calls and develop documentation to address reoccurring problems and issues.
* Notify Team and Dept Manager of increasing trends, unusual activity, or repeated activity.
* Recommend means for product or system improvements including procedural steps, increased training, and enhanced documentation.
* Access software updates, drivers, knowledge bases, and FAQs via intranet and Internet to assist with end‑users’ issues.
* Assist with the development and testing of newly designed products and systems for operational integrity and functionality.
Working Hours
* Sunday 07:00 - 18:30
* Monday 07:00 - 18:30
* Tuesday 15:30 - 23:30
* Wednesday 15:30 - 23:30
* Thursday 15:30 - 23:30
Responsibility and Decision‑Making Authority
* Involve other team members to establish best practices / decisions.
* Act independently when required.
* Maintain Dawn Meats Group IT values and policies.
* Management/Supervisory Responsibilities: N/A
Knowledge, Skills, and Abilities
* Minimum of one year’s experience in a technical support environment.
* Diagnostic and analytical skills.
* Electro‑Mechanical knowledge would be beneficial.
* Strong computer literacy skills with an emphasis on software, hardware installation, Microsoft applications, VMWare, database applications, networking, web applications and internet protocols.
* Ability to multitask, a sense of urgency and the ability to maintain a positive attitude.
* Excellent telephone presence with organised follow‑up skills.
* Ability to be proactive and to take direction and establish ownership of projects and tasks.
Qualifications
Education and Experience
* IT or engineering degree is beneficial but not essential.
* Prior Help Desk experience.
* Licensing / Certification – N/A, although would be beneficial.
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