Main Purpose of Job
You will be responsible for supporting Magellan Robotech & Stanleybet Group. You will be required to troubleshoot and resolve calls, escalate where necessary. You should have excellent written and verbal communication skills, as you will be dealing with internal staff, external customers and third parties as we are an expanding multinational company, this position has great development potential for the right individual.
As a business we operate 24 hours a day, 365 days a year, and follow a shift rota for partial coverage. A flexible attitude towards travel is required as we do operate several overseas offices.
Responsibilities & Objectives
Accurate logging, investigation, escalation & timely resolution of customer incidents and requests in relation to SLAs
Incident resolution on-site & utilising remote support (troubleshooting, root cause analysis)
System administration duties inclusive of Windows, Mac & Linux
User setups (accounts, distribution lists, starters\leavers process)
Hardware builds and deployment
Desktop support & software installation
Pre-deployment testing for hardware and software
Installation of all IT equipment such as PCs, monitors, printers, scanners etc (to include some manual handling)
Maintain and update the Asset\Configuration management system
Liaising with 3rd party software, hardware and support service providers
Key skills
Experience of ITIL working practices, including Incident, Problem & Change Management
Knowledge of monitoring systems (e.g. Nagios/PRTG)
Ability to build and troubleshoot workstations (hardware and software)
Proficient with working with Windows OS environments (Windows 10)
Proficient with Microsoft
Requirements
Circa 2-3 year previous IT Service Desk/Support role
Experience of using an ITSM (e.g. Fresh Service, Jira)
Must have good written and verbal communication skills
Desirable
Incident Management experience – Managing incidents including business expectations and communication
Experience of remote support tools (e.g. Splashtop, LogMeIn, VNC, RDP)
Basic Networking knowledge & troubleshooting (Switches and Patching)
Experience/knowledge of:
Microsoft 365 Administration (Exchange Online, SharePoint)
Microsoft InTune (Device Management)
Active Directory
Microsoft Teams
PBX / phone system / video conferencing / VOIP
Windows Server 2003 / 2008 / 2012 / 2016
Apple Mac / iPad / iPhone /Android
Linux
Behaviours
Good interpersonal skills and the ability to establish positive relationships with colleagues at all levels of the business as well as external partners
Ability to operate as a team player, with a flexible and positive attitude
Good attention to detail
Ability to work to deadlines, effectively prioritise and deliver to a high standard whilst under pressure
Ability to multi-task, prioritize and be able to work independently
Job Types: Full-time, Permanent
Pay: £24,000.00-£26,000.00 per year
Benefits:
* Bereavement leave
* Casual dress
* Company events
* Company pension
* Cycle to work scheme
* Employee discount
* Enhanced maternity leave
* Free fitness classes
* Free parking
* Life insurance
* On-site gym
* On-site parking
* Referral programme
* Sick pay
* Store discount
* Work from home
Education:
* GCSE or equivalent (preferred)
Experience:
* Technical support: 2 years (preferred)
Work Location: Hybrid remote in Liverpool L3