IT Support Technician - VR/20802

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Status: Permanent
Location: Dyce, Aberdeen
Rate: Available Upon Request

Currently recruiting for an experienced IT Support Technician on a permanent staff basis for a leading UK IT Cloud & Managed Services Provider. Based in Dyce, Aberdeen, the IT Support Technician will be providing site-based IT support to a client, and the role will also involve occasional travel to other office locations across the UK and Europe.

The role will involve end user support, as well as remote support over the phone and screen sharing technologies for staff based in remote locations.  The role involves a mix of hardware and operating system / software support.

The IT Support Technician will have the following main duties and responsibilities:

  • Providing remote and desk side technical support to the clients’ user base to achieve fulfilment of incidents and requests of an IT nature.
  • Communicating technical issues to a non-technical audience.
  • Incident management of major incidents.
  • Keeping the knowledge base documents up to date.
  • Recording all incidents / changes within the clients’ ITSM tool.
  • Answering inbound phone calls, where required.
  • Making outbound phone calls to users, keeping them informed on a regular basis.
  • End to end ownership of all incident / change / service requests through to closure.
  • Third party co-ordination (internal / external).
  • Providing a positive technical support experience.
  • Identifying and working towards service improvements.

Experience / Skills:

  • A minimum of 3 years’ experience in a similar IT Support Analyst / Technician type role is essential.
  • Experience with supporting Microsoft Server / Desktop technologies is essential.
  • Experience of Server / Workstation hardware (build configuration and component replacement) is essential.
  • Android / iOS support experience is essential.
  • Applicants will be expected to have experience with the following Microsoft domain infrastructure: Exchange, Group Policy, DNS, DHCP and Active Directory.
  • Troubleshooting experience is essential.
  • An excellent telephone manner is essential.
  • A full and clean Driving Licence is essential, since there will be occasional travel across the UK. 

        

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