Job description The post holder will be responsible for providing technical support to all staff on all ICT matters within the Extern Group. The post requires a high level of customer service and technical ability to provide administration for the IT function. Responsibilities To actively liaise, support and build positive relationships with IT service users to ensure a quality experience. Act as first point of contact for the IT department. Monitor incoming communications by telephone, email and IT service desk software. Provide first line support for IT systems both remotely and by travelling to sites. Take responsibility for a caseload of technical support tasks. When required, escalate to 2nd level support / third party contracts and ensure satisfactory resolution. Maintenance of service desk software for example: Call logging, ticket updates and technical notes. Knowledgebase development. Security and anti-virus software systems administration for example: Compliance reporting, Remediation of failures Escalation of complex issues Testing and rollout of software and firmware patches in accordance with change management controls. Backup systems monitoring and support for example: Compliance reporting Remediation of failures Escalation of complex issue. Carry out IT induction and ad hoc end user training where required. Build, configure, deploy and maintain a variety of software and hardware systems including PCs, Mobile Computer Devices, Networking equipment and Computer peripherals. Asset management of ICT equipment and soft assets for example: Assistance in the procurement of IT systems and equipment,Regular audit and monitoring of IT assets,Compliance reporting. To assist in the delivery of ICT project implementations, planning and post implementation support. Participate on forums/working groups/committees as required. Contribute to the effective delivery of a Quality Service through the formulation, review and proper implementation of policies and procedures. Responsible for keeping abreast of current legislation and Externs policies and procedures, and attend appropriate training as and when required. Skills and Qualifications Essential Skills Minimum of a Level 3 Qualification (as set out in the RQF Framework) in a relevant field/subject or example; ICT. A minimum of two years experience in IT support, of which a minimum of one years experience must include the following 4 areas: Desktop hardware and operating systems Computer networking Troubleshooting problems Information security and IT security risks High levels of organisational skills, ability to prioritise and meet deadlines. Willing to work outside normal office hours for example to carry out disruptive maintenance or to participate in an out-of-hours rota to deliver remote support during evenings / weekends / bank holidays Full driving license and access to a car (please note relevant business insurance will be required on commencement of employment). Desirable Skills Relevant work experience in: Office 365 administration Active Directory administration Microsoft Azure. Possess or working towards a minimum of a Level 4 qualification in IT or other relevant field such as Computer Science. Relevant professional technology certifications. Eg. BCS, Comp TIA, Microsoft, Apple, Dell, HP and Cisco.