FULL TIME - 37hrs
Ref: TWO1194666
Monday - Thursday 9:00am - 5:00pm Friday - 9:00am - 4:30pm
This role will require a full drivers’ licence and access to a vehicle .
This role will require you to work flexibly across several sites.
JOB PURPOSE
The IT systems support technician plays a pivotal role in maintaining and supporting our IT systems and SaaS applications. The primary responsibilities include ensuring that the technology operates smoothly and efficiently, access controls are maintained, helping users with second-line technical issues, and contributing to the overall performance of IT systems.
MAIN RESPONSIBILITIES
1. Understand and comply with industry standard security practices such as Cyber Essentials Plus.
2. Liaise with third party organisations such as application providers, ensuring issues are logged correctly and are resolved within set SLA’s
3. Assist the IT team in testing any new applications, projects or systems
4. Apply experience and knowledge to enable complex incident resolution and promptly escalate and re-direct unresolved incidents, whilst ensuring that IT users are fully updated on the status
5. Provide user support for hardware devices such as desktops, laptops, phones and printers etc.
6. Provide additional basic support for our core applications like housing management, finance, HR and training
7. Assist in ensuring that equipment is updated to the latest critical and security patch levels
8. Ensure key technical documentation is kept up to date, particularly those related to specific IT processes and procedures, such as admin guides
9. Develop and continuously improve own skills and knowledge
10. Produce device or user metric reports to the IT team leader or IT manager as required
11. Provide IT induction to new staff (including use of equipment and access of applications)
12. Liaise with third party managed service providers, network services and security partners to resolve staff security, hardware, or connectivity issues
13. Maintain and respond to access requests for data shares and applications in a timely manner including the removal of leavers etc.
14. Support and respond to requests for new and additional devices
15. Ensure our device management systems are accurate and up to date
16. Administration of all systems and applications used by Two Saints
17. Assist in ensuring that our ICT policies are followed, and carry out general user access control, permission changes etc
18. Oversee daily tasks in the IT inbox, such as security alerts, updates and staff changes and carry out any follow up actions required
19. Assist with the setting up and decommissioning of services.
ESSENTIAL CRITERIA
20. At least two years’ experience or equivalent qualification in a related support role
21. Proven technical ICT skills (Microsoft Entra, Intune, Exchange Online & Teams administration)
22. Ability to work to deadlines
23. Flexible and approachable attitude
24. GCSE or equivalent level qualifications preferable
25. Excellent communication skills – written and oral
26. Experience of performing routine maintenance on IT systems to ensure optimal performance and security.
27. Full / clean driving license and own transport essential
28. To understand and demonstrate our values at all times
DESIRABLE CRITERIA
29. Experience of proactive problem resolution.
30. Comfortable with visiting staff groups on site and providing support clinics to fix issues, provide training or guidance on how to resolve common problems
31. Experience of logging and tracking incidents and requests, prioritizing them based on urgency, and ensuring timely resolution.
32. Able to work closely with other IT teams, such as network administrators and infrastructure managers, to ensure seamless operation and support of the IT environment.