Overview
* The IT Technician is responsible for first and second level support for all Dunbia Cross Hands standard IT software and hardware.
* This position provides effective diagnostic evaluation of end‑user needs, responding to and resolving each issue or complaint to the end user’s satisfaction.
* Resolution includes but is not limited to the following: Identify, research, and resolve technical problems with a timely response to telephone calls, email, IT Service Desk and face to face requests for technical support.
* The position also requires accurate documentation, tracking and monitoring of the problem to ensure a timely resolution whilst ensuring business continuity.
Working Hours
Sunday 07:00 - 18:30
Monday 07:00 - 18:30
Tuesday 15:30 - 23:30
Wednesday 15:30 - 23:30
Thursday 15:30 - 23:30
Responsibility and Decision‑Making Authority
* Involve other team members to establish best practices / decisions.
* Act independently when required.
* Maintain Dawn Meats Group IT values and policies.
* Management/Supervisory Responsibilities: N/A
Responsibilities
* Provide quality service to Dunbia Cross Hands customers in all assigned tasks.
* Support all internal and external customers with product training, knowledge, and expertise.
* Provide solutions in a timely fashion for issues that may arise with all Dunbia Cross Hands systems.
* Log and track support calls raised on the IT Support Desk system prioritising and escalating jobs as required to ensure end user satisfaction.
* Identify trends in the support calls and develop documentation to address reoccurring problems and issues.
* Notify Team and Dept Manager of increasing trends, unusual activity, or repeated activity.
* Recommend means for product or system improvements including procedural steps, increased training, and enhanced documentation.
* Access software updates, drivers, knowledge bases, and FAQ’s resources via intranet and Internet to assist with end users’ issues.
* Assist with the development and testing of newly designed products and systems for operational integrity and functionality.
Knowledge, Skills, and Abilities
* Minimum of one years’ experience in a technical support environment.
* Diagnostic and analytical skills
* Electro‑Mechanical knowledge would be beneficial.
* Strong computer literacy skills with an emphasis on software, hardware installation, Microsoft applications,
* VMWare, Data Base applications, Networking, Web Applications, and internet protocols.
* Ability to multitask, a sense of urgency and the ability to maintain a positive attitude.
* Excellent telephone presence with organised follow‑up skills.
* Ability to be proactive and able to take direction and establish ownership projects tasks.
Qualifications
Education and Experience
* IT or engineering degree is beneficial but no essential
* Prior Help Desk experience
* Licensing / Certification ‑ N/A, although would be beneficial.
No company sponsorship is available to overseas applicants for this position.
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