Main duties and responsibilities:

• Providing email, telephone, remote, and in-person IT support, with a high level of customer service.
• Building, configurating, and deploying PCs, desk phones, and mobile phones - including associated software and operating systems.
• Maintaining and supporting devices, and all other hardware and devices related to desktop infrastructure.
• Maintaining and supporting software applications ensuring its patched in line with business cyber essential agreements removing any unsupported applications.
• Taking ownership of assigned tickets and see them through to completion or escalate to the relevant team.
• Updating assigned tickets with attempted work, and that fixes and resolutions are documented in the closing notes.
• Ensuring that tickets are closed within agreed SLAs.
• Acting as technical escalation point for 1st line support analyst.
• Providing phone support for incoming IT support calls when required.
• Working with approved vendors and suppliers and arranging site visits when required.
• Creating and maintaining documentation and user training materials relevant to IT Support.
• Flexible approach to IT support coverage, and remote site visit – as one part of the wider support team.
• Undertaking ad-hoc site visits to provide onsite support when required.

Required:

• Relevant 2nd Line/Desktop support experience.
• Excellent telephone manner and face to face communication skills.
• Strong knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (Windows 10).
• Asset management / software management.
• Experience of a Multi Domain environment.
• Experience using and troubleshooting Microsoft Office (MS Word, Excel and PowerPoint).
• Experience using Office 365, Identify Manager, Mobile Device Management, Build Deployment Solutions.
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation).
• Understanding of PC hardware set-up and configuration.
• Understanding of common network concepts.
• Excellent inter-personal skills: diplomatic and able to inspire user confidence.
• Thorough, professional approach.
• UK Driving Licence.
• Ensures the effective and efficient use of time and resources.
• Monitors progress against the plan and acts accordingly.
• MCP certification would be beneficial but is not essential.

TMM Recruitment INDIT

Email:it_team@tmmrecruitment.com