IT Technician
Dover
£23k
VR/02883R

Our client requires an IT Technician to join their business, which is an asset intense, fast-pace operation facilitating high volumes of traffic.

Recently, they undertook a large programme of investment.

Job Purpose

Working within the IT department the purpose of this role is to support the delivery of all IT services, providing the initial ownership, assessment and resolution of all incidents and service requests, to enable the department to offer the best service possible to its customers.

Duties of the Post Holder

· Facilitate the first customer contact point for the IT department, providing excellent customer service.
· Provide ownership of all reported incidents and service requests. Undertaking fault troubleshooting and resolution, within defined timescales.
· Ensure incidents (cases) are updated in the current IT service management tool, and where necessary to escalate to the appropriate third-party support provider, individual or team.
· Monitor system alerts and to ensure escalation to appropriate individual or team.
· Document and update user guides and resolutions as required.
· Carry out IT equipment audits as required.
· Provide maintenance of IT services, to ensure their operation and availability.
· Effect repairs to IT equipment and associated infrastructure, e.g. telephone and data cabling.
· Install and configure new IT equipment and associated infrastructure e.g. telephone and data cabling.
· Be responsible for maintaining the asset records of equipment that is purchased, moved or disposed of.
· Work closely with the wider department on projects as required.
· Liaising and working with third-party support companies to ensure that faults are rectified in a timely manner.
· The post holder will be expected to travel to users and equipment to rectify faults, carry out installations and perform routine maintenance.
· Take responsibility for self-development, identify opportunities for training to keep technical skill set current and to advance knowledge in other areas of technology. To undertake technical and non-technical training as required.
· Be flexible, as required, to cover annual leave, lunchtimes, the 08:00 start, 17:00 finish and provide out of hours support as required by business needs.
The Ideal Fit
Knowledge & Experience
· Holding an industry recognised certification e.g. Microsoft Certified Professional, CompTIA A+/Network+
· Educated to GCSE or equivalent level, including Mathematics and English at grade C or above
· A minimum of 2 years of experience within an IT support environment
· Demonstrable hands-on experience of PC hardware support and maintenance, including Microsoft Windows operating systems
· Demonstrable experience of application and end user support
· Demonstrable experience of Active Directory administration
· Must be able to demonstrate a good awareness of customer service
· Supporting the Microsoft Office suite of products
· Knowledge of Citrix XenApp session and user support
· Knowledge of the constituent part of PCs and laptops, able to identify faults, replace components and re-install the operating system
· Knowledge of general network (TCP/IP, DNS, DHCP) support
· Knowledge of general telephony (PBX and VoIP) support
· Ability to use and exploit the internet for technical solutions

Practical Application Attributes
· Must have an analytical and methodical approach to problem-solving
· Escalates incidents when the complexity of the problem or solution is identified as beyond personal competence / boundaries

People & Behavioural Skills
· Manage own workload / timetable
· Able to work on own initiative and without supervision
· Role model in creating a culture of integrity and respect, creating a great place to work
· Excellent interpersonal and communications skills (both written and verbal)
· Good team player
· Demonstrates a can-do attitude at all times
· Diligent in record keeping and logging of incidents
· Current driving licence
· Able to work from ladders or working platforms
· Provide out of hours support as required by business needs and work additional hours on occasions
· IPAF ticket or equivalent
· Use of own vehicle
May be required to participate in an on-call rota