1st Line IT Support Technician - UTC Heathrow - Potter Street, Northwood, HA6 1QG
Role - Full time and fully onsite - Monday - Friday. Free onsite parking available.
RTW required / Enhanced DBS required
Salary range - £27,000 - £29,000
European Electronique is a leading UK systems Integrator, specialising in the delivery of secure technology platforms including Hybrid IT, Cyber Security and Networking Infrastructure. Our innovative solutions are created in partnership with first class technology vendors and the vision of our customers provides the foundation on which we build. European Electronique specialises in designing and implementing solutions for public sector institutions including, Education, Healthcare and Local Government delivering key public services.
Summary:
Contribute to the provision of customer focused, cost effective IT support services, supporting students, teaching and administrative staff. The applicant will be responsible for maintaining effective service delivery standards and will provide hardware and software support to the IT department to ensure a high standard of service to students and staff.
Applicants will have excellent interpersonal, communication and technical skills, together with the ability to work accurately under pressure and independently or as part of a team.
Key Responsibilities:
▪ To provide a professional first line technical advisory and diagnostic support service to European Electronique customers within a Service Desk environment.
▪ To ensure that all reported technical issues are dealt with professionally and competently and that they are recorded on the Service Management System and are resolved within the customer's SLA.
▪ To provide an effective communications interface between the college and the various groups within European Electronique.
▪ To report and manage any incident that requires the services of a third party organisation.
▪ To monitor/manage call queues to ensure that support calls are being escalated and resolved within agreed SLA’s
▪ To action any asset change in compliance with the Change Control Procedure
▪ To complete additional ad hoc project work, as required
▪ To assist the Group Network Manager by carrying out reasonable requests for additional duties as and when required.
▪ To make recommendations on potential improvements to working practices and performance to improve service levels and customer satisfaction.
▪ To contribute to EE’s solution library of fixes to common issues.
▪ To keep the working area clean & tidy at all times.
Key Requirements:
▪ Good working knowledge of Microsoft Desktop Operating Systems and applications is essential.
▪ Good working knowledge of Active Directory and Group Policy.
▪ Good understanding of TCP/IP, DNS, DHCP and VLANs.
▪ Experience of using a call management system and working to SLAs.
▪ At least two years’ experience within the education sector. Other sectors considered.
▪ To be prepared at notice to work occasional evenings and weekends (infrequent).
Interpersonal and Communications Skills:
▪ Excellent verbal and written communication skills.
▪ Pro-active approach to work.
▪ Ability to communicate complex technical issues to non-technical staff and pupils.
▪ Ability to communicate across wide range of ages, experience and abilities.
▪ Excellent customer relations skills.
▪ Ability and willingness to share knowledge across the team and with customers to aid learning and proficiency.
▪ Be able to work, unsupervised and on own initiative.
▪ Remain current with advances in software and hardware technologies
Benefits:
Company events
Company pension
Cycle to work scheme
Health & wellbeing programme
Life insurance