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It support technician

Edinburgh
Harvey Nash
It support technician
Posted: 15 July
Offer description

Harvey Nash’s client is looking for an IT support technician to provide technical support to sites through a mixture of telephone support, remote desktop connections, and on-site visits.

Working as part of a small technical team, you will be the on-site point of contact for staff, students, and associates of the Garden. You will be responsible for delivering an agreed level of service within the team and supporting an estate of approximately 600 desktops, laptops, and mobile devices.

Main Duties:

Service Desk Operations:

* Deliver on-site 1st and 2nd line technical support with occasional travel to regional sites required.
* Provide excellent customer service with strong communication via telephone calls, emails, in-person, and online meetings from first contact through to resolution of the issue.
* Analyze, diagnose, and resolve incidents, including escalating issues to third parties when necessary.
* Ensure asset management information for the technology estate is current and recorded.
* Update customers regarding service statuses, planned maintenance, and service interruptions following communication protocols.
* Deliver remote support to regional gardens and hybrid environments.
* Assist in maintaining IT support procedures and processes.
* Advise users on IT policies and promote good working practices with technology.
* Support improvements to systems and processes to ensure cyber security.
* Enhance customer satisfaction through effective communication and response reduction.

Knowledge Transfer & Audio Visual:

* Develop technical documentation for the internal team and users in the form of Knowledge Base articles.
* Advise users on applications and technology.
* Assist in maintaining user awareness of current cyber issues and report any cyber incidents or concerns.
* Support event audio-visual setup and oversee peripheral AV equipment support.
* Provide support for printer fleet, including managing incidents with the managed service provider.

Infrastructure & Cyber Security:

* Maintain Microsoft Active Directory user accounts, including executing requests for changes, provisioning new users, changing group membership, security settings, and following workflows for leavers and their data.
* Build, deploy, maintain, update, and repair end-user computer hardware devices.
* Liaise with third-party support technicians for warranty calls.
* Apply software images and updates to end-user devices, reacting to and escalating requests for changes.
* Assist in embedding secure working practices within the organization.
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