IT Support Technician

Key Responsibilities:

• Provide telephone, remote and on-site support to clients as required, adhering to established SLAs, logging all activities within our ticketing system.
• Diagnose and troubleshoot complex hardware, software, cloud, and network issues to resolution.
• Perform in-depth analysis of system logs, event logs, and other data to identify root causes of issues and prevent future occurrences.
• Install and Configure computer Server, Hardware and Network systems, Software applications & Email systems
• Collaborate with vendors and third-party providers to resolve technical issues and escalate as necessary.

Essential Skills:

• Ability to deploy and provide support to those using Microsoft Office applications including 365, Windows Server & desktop operating systems
• Networking Technologies – Understanding of TCP/IP, Routing, DHCP, DNS, VPN and network security (proxy servers, firewalls); Implementing a network, cabling, configuring routers, switches etc.

• Experience in email systems: POP, IMAP, Exchange, 365

• Experience of configuring and supporting networked and local printers
• Experience in configuring anti-virus solutions; Cyber security awareness and understanding of the latest threats

•     Excellent diagnostic and problem-solving skills

• Strong communication skills both written and verbal, with ability to provide step-by-step technical help to all levels of users
• Organisational and time-management skills
• Ability to work independently and as part of a team
• UK Driving licence  (visits to client sites are an essential part of the role).

Advantageous but non-essential skills:

• Understanding of VOIP telephony systems
• Experience with Microsoft Azure cloud computing platform
• Experience with Domains, DNS and SSL management
• Virtualisation experience in VMWare, HyperV
• Experience of supporting Accounting packages such as Pegasus Opera, Sage, QuickBooks, Xero
• Experience of configuring & supporting Microsoft SQL Server.