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Service & support technician

Glasgow (Glasgow City)
Avidity
Support technician
Posted: 15h ago
Offer description

Overview

We are looking for a Service & Support Technician to play a key role within the CIO IT Service & Support team. With the Service Desk as the front-line of Avidity Group Support, providing excellent customer service to our colleagues and acting as the ‘front of house’ for tickets and queries entering the support ecosystem, your role will be critical as the technical escalation point for the frontline Service Desk Analysts. You will help to resolve complex technical issues minimising business impact.


Responsibilities

* Resolving and owning technical escalations from the Service Desk Analysts
* Ticket and call management, acknowledge and respond to all incoming colleague tickets, managing expectations and prioritising tickets as per prioritization guidelines
* Carry out daily system checks including back up and reporting
* Set up/ remove end user accounts and licences
* Incident management, identifying core issues, follow incident management policy
* Technical support & consultancy, create, update and maintain support knowledge base, Service desk ticketing system
* Perform remote installs via Managed Play Store and/or Company Portal
* Contribute and support CIO delivery team on key business project initiatives


Requirements / Qualifications

* You will have at least 2 years of proven and recent experience in an IT support or similar technical escalation role
* Strong ability in using operating systems such as Android, iOS, & Windows 11
* Ability to articulate technical language to all levels across the business, both to colleagues and key stakeholders
* Experience in troubleshooting issues
* Strong communication skills both written and verbal
* Strong workload management and prioritization skills
* Experience in TeamViewer Remote Support, Microsoft 365, Modern SharePoint, Active Directory & Azure Active Directory plus Microsoft Intune & Autopilot


Details

* Location: Glasgow - Hybrid (home and office, 1 to 3 days in office; no set office days)
* Employment type: Full-time, Permanent
* Seniority level: Entry level
* Salary: £28k-£32k, company bonus, annual leave purchase + more
* Working hours: 8am-6pm, across 2 shift patterns (8-5 & 9-6)


Why join our team?

* SMART Working, 40 hours Monday–Friday
* We champion equality & inclusivity and are passionate about creating a workplace that promotes and values diversity
* 25 days holiday per annum + bank holidays
* Family-friendly policies & support such as enhanced maternity or paternity pay, enhanced adoption pay, carers leave & parental leave*
* Plus, lots of amazing discounts, financial & wellbeing support via our EAP, life assurance, enhanced sick pay
* We encourage flexibility, life outside of work and a healthy work/life balance
* Annual pay reviews and access to early pay
* Plus, life assurance x3 salary, health cash plan, private health care & more
* Fantastic progression opportunities across Avidity Group
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