IT Support Technician

Location: Sheffield

Department: Information Technology

We have set out to be the market leader in technology and connectivity integration across UK infrastructure.

We will draw upon our core values and out-perform others, delivering excellence through customer responsiveness, collaboration, and innovation.

In doing so we will create a sustainable future for our people and our customers, reshaping and influencing the industries we operate in.

Working in partnership without customer we intend to achieve the extraordinary.

Overview

The IT & Information Security department supports the organisation to carry out its vital business operations by ensuring seamless operation of all IT systems and ensuring the operations are carried out in accordance with the Information Security Management System (ISMS) framework under ISO27001:2013 certification.

This department is primarily responsible for managing all IT & Communication infrastructure (Cloud and On-Premise), providing preventive & reactive maintenance for all ICT assets, operating the helpdesk service for end-user technical support with established SLAs, providing end-user training for IT & Information Security, Information Security and Incident Management and other key services for business continuity involving technology.

Main Duties

As an IT support technician you will provide first line IT support for all staff and contracted personnel, attending to inbound/outbound IT support calls from/to Linbrooke employees, contractors and suppliers. You will take ownership of the IT helpdesk to log and support technical issues/queries from end users including users from branch office locations and field staff.

The successful candidate will operate in full compliance with the Information Security Management System (ISMS) framework established in the organisation.

• General administration duties of the IT department including but not limited to; raising purchase orders, track deliveries and GRNs, maintaining inventory, warranty claims, maintaining trackers in place, reconciliation of departmental business forms, etc.
• Track and progress new IT requests to completion using the established approval process
• Installation and maintenance of IT systems including desktop PCs, notebook PCs, servers, mobile phones, desk phones, tablets, printers and other communication equipment
• Installation and maintenance of networking equipment such as routers, firewalls, wireless access points and switches
• Monitoring network and communication infrastructure and fault-finding and diagnosis as required
• Deployment and monitoring of endpoint and network security software applications for compliance
• Performing routine maintenance tasks to include all IT infrastructure. This includes but not limited to, the patch management regime and the backup regime across the IT infrastructure.
• Performing routine tasks to maintain user accounts and permissions
• Managing and maintaining adequate stock levels of consumables and spares
• Provide support for all digital data processing systems and business applications in use by the organisation
• Troubleshoot issues related with all IT systems promptly and effectively supporting seamless business operations
• Escalate advanced technical issues to 2^nd line support team
• Liaising with third-party support providers as appropriate using established escalation paths
• Assist in providing IT training to staff on Linbrooke systems as part of the onboarding process for new starters
• To be a highly motivated team player with the skills and ability to manage changing priorities
• Maintain excellent communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation

Responsibilities and Accountabilities

• Comply with all company policies and procedures at all times
• Maintain professional conduct at all times and preserve the corporate values of the organisation
• Responding to IT support requests as prioritised by the department head
• Promptly attend Information Security Events and Incidents using the established incident handling procedure
• Keeping accurate records of all support requests through to completion of the task
• Timely and accurate provision of support services ensuring business continuity (Adherence to SLAs)

Skills, Qualifications and Competence

Essential Qualifications:

• GCSE
• HNC or equivalent in IT or Network Engineering
• CompTIA A+

Desirable Qualifications:

• Diploma/HND in IT
• CompTIA Network+ & Security+
• CCENT

Skills/Competencies:

• 2 years experience in a similar role with IT support
• Experienced in operating an IT helpdesk with SLAs
• Good understanding of IT hardware, software and troubleshooting
• Competent in Microsoft Windows operating systems
• Competent in Microsoft Office suite of applications
• Competent in Microsoft Azure and Office 365 cloud services
• Good understanding of other operating systems including Mac OS, Apple iOS, Android, Linux, etc
• Good customer service skills
• Good communication skills
• Ability to work towards deadlines and in a fast paced environment
• Ability to plan and prioritise work with minimal supervision
• Ability to show taking initiative in work

Please click the 'Apply' button to submit your application.