Senior IT Support Technician

We have an opening in our IT Support department for an experienced IT Support Technician. This role is ideal for an IT Support engineer with experience in network and storage infrastructure, looking to develop your skills.

Duties/ Responsibilities:

  • To provide technical support; answering support queries either onsite or via phone or email.
  • To maintain a high degree of customer service for all support queries.
  • To take ownership of user problems and be proactive when dealing with user issues whether raised directly or via escalation from another team member.
  • To log all calls on the call logging system and maintain full documentation.
  • Respond to enquiries from clients and help them resolve any hardware or software problems.
  • Support users in the use of Computer equipment by providing necessary training and advice.
  • Work as part of the IT Support team and any other operational/project teams as requested by the IT Manager.
  • Manage workloads and notify the IT Manager when KPI/Targets are going to be breached.
  • To allocate more complex service issues to the relevant IT Support team member.
  • Raise any security concerns to the IT Manager.
  • Maintain reports and logs in line with departmental policy.
  • Obtain quotes and process orders in line with departmental policy.
  • Setting up and configuring new laptops and desktops.
  • Installing authorised software to laptops and desktops.
  • Configure/maintain computer systems, networks and peripherals as instructed.
  • If required undertake trips to other sites/data centre including staying overnight where appropriate (and maintain a valid UK driving licence).
  • Any other duties as requested by the IT Manager.
  • Keep abreast of IT Trends and engage with IT Manager to develop personal development plans.
Required Skills:
  • Must hold a valid UK driving licence
  • Active Directory user and computer administration
  • Windows desktop and Windows Server administration
  • O365 administration
  • Exceptional Customer Service skills with good telephone manner
  • Proven experience working within IT service delivery
The below skills would be beneficial to the role.
  • General Network administration and troubleshooting, TCP/IP and WAN/ LAN /Wi-Fi
  • Experience supporting ShoreTel Phone systems
  • Experience working with VMware Virtual Data Center and Microsoft HyperV
  • Experience with Android Mobile devices
  • Experience working with Veeam Backup & Replication
  • ITIL Certified
The ideal candidate will have previous experience in IT Support\Helpdesk with solid Customer Service experience and preferably be Microsoft certified.

If you feel you have the necessary attributes to be considered for the above position, to apply, please complete an application form and submit your CV below. Alternatively download an application form from the website and email to hr@steepergroup.com.

Due to the high volume of applications we anticipate we will receive for this role, in the event you have not heard from us within 14 days, we regret to inform you that you have been unsuccessful in your application.
 

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