Job Description
Senior IT Support Technician
We are seeking an experienced and talented Senior IT Support Technician to join a small in-house IT team, providing support across all areas of the organisation.
This is a varied and hands-on role, ideal for someone who enjoys both user support and wider systems work. The successful candidate will spend around half their time providing technical support, training and guidance to users with varying levels of IT knowledge. The remaining time will involve maintaining, updating, replacing and troubleshooting IT systems, hardware and software, including printing, audio visual equipment, phones, desktop and mobile devices.
The role would suit a versatile individual who can work calmly under pressure, resolve issues efficiently and build positive working relationships. There is scope for the role to develop as the successful candidate takes on additional responsibility.
Key responsibilities include:
* Providing first and second line technical support
* Maintaining, updating and monitoring IT systems
* IT administration, including user setup, asset tracking and system tasks
* Creating and updating IT documentation and help guides
* Supporting IT hardware replacement cycles
* Assisting with project delivery
* Supporting infrastructure, software, cloud systems, printers and AV equipment
The ideal candidate will have:
* Experience in a customer-facing technical support role
* Strong communication skills, both written and verbal
* The ability to learn new systems and processes quickly
* Strong analytical and problem-solving skills
* A calm, patient and professional manner
* Excellent time management and administration skills
* Reliability, integrity and the ability to handle confidential information appropriately
* Experience configuring and troubleshooting Microsoft client and server operating systems, Active Directory, Group Policy, Microsoft 365, networking, DHCP, DNS, VLANs, wireless systems, web filtering, antivirus management systems, infrastructure, software packages, cloud systems, printers and AV equipment
Desirable experience includes:
* Knowledge of management information systems
* Experience with physical IT installations such as network and AV equipment
* SCCM / Endpoint Manager experience
Occasional flexibility around working hours may be required to support events at the beginning or end of the working day.