TITLE OF POST: IT Support Technician LOCATION: Newtownabbey, Northern Ireland RESPONSIBLE TO: Technical Manager / Managing Director MAIN PURPOSE OF JOB: To help determine customer needs; to install, maintain, operate, and configure computer hardware and software both internally and on customer sites; and to provide a variety of technical duties as required. Employees within this area are expected to work independently and use their own initiative. They perform the full range of duties required in providing solutions to our customer base. This includes evaluating customer needs, installing new computers and software, and troubleshooting computer problems. Employees at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the company. They are expected to keep abreast of developments within the IT industry and are involved in the evaluation of relevant new technologies as they become available. Main Duties and Responsibilities: Essential duties may include, but are not limited to, the following: Installation and configuration of software on network servers and PCs at customer premises. It is anticipated that much of this work will involve Remote Desktop Services, Windows, and Cybersecurity solutions, although a variety of other software will also be involved from time to time. Installation of desktop, server, network and communications systems at customer premises. Installation of Jtec IT Ltd Cybersecurity systems. Provision of technical support, by telephone, Remote access and at customer premises working with computer users to resolve problems and answer questions on a variety of hardware components and software programs. Assistance with the preparation and maintenance of a technical information knowledge base for use by the company and by other authorised external users. Maintain all documentation, relating to both internal and external customer projects, up-to-date and accessible internally. Troubleshooting system problems on customer sites, including the documentation of solutions for common problems. In-house standard operating procedure creation and improvement with automation Please note that this job description is subject to ongoing review as new demands and best working practices are considered, agreed and implemented. Skills and qualities required: (Essential criteria 3 sections) Experience and Knowledge: Experience of installing, configuring & supporting Windows Server Experience of installing, configuring & supporting Windows 10/11 Experience of installing, configuring & supporting HYPERV, VMWARE Experience of installing, configuring & supporting MS 365, Power Automate, Flow, Azure, Intune, SharePoint Experience of cyber security systems and knowledge of the products currently available. A sound knowledge of networking principles. Experience of installing, configuring & supporting security devices. Education and Qualifications: 2yrs+ Experience within the information and computer industry. Full UK Driving Licence, access to a vehicle and insurance that covers business travel. Interpersonal Skills: Native or Bilingual English speaking A high level of self-motivation together with a willingness to learn new skills. A flexible and enthusiastic approach to the job. Good problem solving and decision-making skills. Can demonstrate exceptional levels of customer service and care. Good communication, organisation and presentation skills including the ability to write clear and concise notes. Strong time management and coordination skills. ADDITIONAL INFORMATION Training Internal training on products and services will be provided. However, staff are also expected to be consistently keeping abreast of new developments, which would impact on his/her areas of responsibility. Travel: Pool of company vehicles on hand Mileage is claimed at 45p per mile for site visits, if using your own vehicle. Hours of Work: Normal working hours will be Monday to Friday, 08.30am to 5:00pm. Health Insurance: Health plan is available to all employees. Holidays 20 days holiday per year plus 8 statutory Work From Home: JTec IT Ltd provides a hybrid working environment with WFH available, when required, after successful probation period. JTec IT Ltd is an Equal Opportunities Employer. Skills: M365 Support Active Directory VPN Firewalls Hardware Support UK Driving Licence Office 365 application support
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