IT Technician

Job Description

IT Technician/Near Stalham

Technique Recruitment Solutions are proud to be working alongside a bespoke manufacturer that specialises in marine glazing and works with some of the world’s most prestigious yacht designers and boat builders.

Our customer employs more than 170 people at its 12-acre Norfolk site near Stalham and have a new opportunity for an IT Technician to join their team

Job summary

The IT Technician is responsible for providing technical support for a full range of business technologies, including computer systems (hardware and software), network infrastructure, telecommunications circuits, mobile devices, telephone systems, audio-visual equipment, and printers. They must be able to independently assess a reported problem or failure using diagnostic methods and tools, determine the probable cause and take appropriate action to resolve the problem in a timely manner. Often collaborating with other resources (both internal and external), the IT Technician must understand system interdependencies and avoid unintentional interruption of services during troubleshooting and problem resolution.

The IT Technician reports to the IT ServiceDesk Coordinator.

What will make you special?

1.     You are a great communicator and are passionate about connecting people to solve problems. When there is an issue on a project, you actively reach out to learn more.

2.     You lead with core values and positive energy. Every day will be a new challenge – you strive to assume the best intentions from your fellow team members and take satisfaction in making their jobs easier!

3.     You are a student of Lippert! You are always learning more about how the various parts of our business operate and enjoy building relationships across the company.

Task description

 First level support for all IT related issues on the specific plant (i.e. hardware, software, network).

 Act as “intermediary” between the end-user and the corporate support specialists or external suppliers for problem resolution and basic services activation (i.e. creation/activation of new AD users, user profile changes, password reset, MFA reset, user deactivation, VPN activation etc.).

In charge of basic software installation and configuration along with corporate security tools deployment.

Building IT Hardware including desktop and laptops to the corporate standard.
Responsible for network configuration for PCs and peripherals.

Support for conference calls and set up multimedia rooms in case needed.

Collaborate with the purchasing department for the procurement of IT materials (i.e. laptops, accessories, mobile phones, printers, PDAs, telephones).

First level interface with the external providers and specialized software/hardware manufacturers for activities related to procurement, installation, support, maintenance.

Maintain full ownership of service tickets through its lifecycle and Incident Management process. Ensuring all elements of the process, including Major Incident Management are implemented and operationally managed.

Ensures accurate logging incidents, service requests, access requests and changes.

o   That for every call and/or reported event a service ticket is created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests. In cases where a single incident has affected multiple users, this method of creating a ticket for each reported instance and attaching it to a parent ticket will allow for impact analysis on the outage.

·        Ensures updates to the Knowledge Base (KB) with all troubleshooting performed and, if applicable, the resolution is made.

·        Utilizes the KB and other support documentation to identify, isolate, diagnose and resolve end users' technical problems and provide information and status as requested.

·        Completes initial diagnosis and progress all issues in a timely fashion in order to minimize the production outages, resolving the incidents wherever possible.

·        Escalates tickets to the appropriate Specialists if required and manage the progress of these through to the closure.

·        Work in strict collaboration with the IT corporate engineers to conduct incident activity and resolve incidents.

·        Any other tasks or projects assigned by the IT Operations / InfoSec team.

·        Provide occasional out of hours support.

Person specification Education / Qualifications

Functional:

·       Proven  experience of handling Service Desk activities in a busy fast paced Service Desk environment.

·        Good understanding of the Service Operation space, covering Service Desk, Incident Management, Problem Management and Knowledge Management.

·        Understands and has a strong appreciation the 'frontline' role service desk operations have on shaping the overall relationship between IT and business.

·        Passionate about customer service and ability to handle challenging customer conversations.

·        Ability to work under pressure.

·        Good knowledge of server operating systems with particular focus on Windows Server / Active Directory.

·        Good knowledge of desktop operating systems (Windows) and associated hardware and software (MS Office, MS Project, Visio) necessary to install and support users from an operational perspective.

·         Knowledge of mainstream mobile device platforms (IOS, Android, Windows Phone).

·        Leads auditing of IT stock and asset management of site.

Technical:

·        Microsoft Windows Server.

·        Strong knowledge of Windows 7/10/11 operating systems.

·        Active Directory (Administration).

·        Multi-factor authentication technology.

·        Basic knowledge of Hypervisor (i.e. VMWare/Hyper V).

·        End-User Devices (Desktop / Laptop / Mobile Phone / Desk Phones).

·        Printer management.

·        Knowledge of Microsoft Office 365 suite.

·        Understanding of Networking technologies and concepts.

·        Use of System’s monitoring tools.

·        Hardware setup and troubleshooting.

·        Computer parts replacement/upgrade.

·        Good knowledge of Voice Telephony.

Other:

Strong interpersonal skills, able to communicate across a broad spectrum of users.

Excellent oral, written and presentation communication skills