Senior IT Support Technician

Senior IT Support Technician

Hunslet, Leeds (Onsite)

Up to £32,000

Your new role

Working alongside the support team, the successful candidate will be responsible for providing second-line support to the users within the business. The successful candidate will also assist with IT-related projects when the opportunity arises. The IT Support team are responsible for providing a full support service to the business which includes account management, office 365 suite of apps, on site Windows based servers, printers, photocopiers and networking. When necessary, attending remote sites to provide onsite support and install hardware.

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.

Support and aid the development of less senior members of the team.

Work as part of the IT Support team and any other operational/project teams as requested by the IT Project & Support Team Leader.

Manage workloads and notify the IT Project & Support Team Leader 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 Project & Support Team Leader.

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.

Keep abreast of IT Trends and engage with IT Project & Support Team Leader to develop personal development plans.

Experience needed

Must hold a valid UK driving licence

Active Directory user and computer administration

Windows desktop and Windows Server administration

Microsoft 365 and Microsoft Azure experience, including Exchange Online, SharePoint Online and Microsoft Teams

General Network administration and troubleshooting, TCP/IP and WAN/ LAN /Wi-Fi

Experienced with hardware troubleshooting across a range of devices.

Exceptional Customer Service skills with good telephone manner

Proven experience working within IT service delivery

Excellent troubleshooting and problem-solving skills

Excellent ability to transfer knowledge within a team

Desirable

Experience supporting 8x8 Phone systems with Poly phones

Experience working with VMware Virtual Data Center and Microsoft Hyper V

Experience with Android Mobile devices

Experience working with Veeam Backup & Replication

ITIL Certified

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