IT Support Technician - Tier 1

This established and successful IT solutions providers aim is to maximise their clients' efficiency and productivity by providing a range of IT support services. Acting as a company's virtual IT department, they offer network and system design and supply, telephone and on-site support, consultancy and project management.

They have an on-going training programme ensuring staff proficiency in all relevant areas. This represents an excellent opportunity for the right candidate to broaden their experience and expertise.

Main Duties
- Implement planned roll outs, upgrades and maintenance schedules of software and hardware solutions.
- Monitor back-ups, anti-virus protection, firewalls and email/web usage systems to ensure correct operation.
- Assist Operations Manager in the production of installation and upgrade instructions, following agreed standards, procedures and time scales.
- Answering first line calls into the service desk, information gathering and logging of tickets.
- Investigate, diagnose and resolve support issues, working with clients, colleagues and third party suppliers as appropriate, taking ownership of tickets.
- Encourage users in making more effective use of desk-top systems, products and services, providing detailed advice and guidance.
- Interpret technical manuals and documentation on behalf of the client, providing information on the full range of capabilities of systems, products and services and where applicable, provide documented details to develop the support desk function.
- Ensure consistent delivery of high quality services to all clients, in accordance with procedures and policies.
- Ensure procedures and policies relating to backups, anti-virus protection, capacity planning and other security mechanisms are implemented and monitored to protect the clients IT infrastructure, its data and business integrity.
- Maintain confidentiality of information acquired in the course of undertaking duties and adhere to the Data Protection Act.

Essential:
- 12 Months relevant experience working within an IT support function
- Any formal IT related qualification
- Experience of Windows Active Directory
- Experience in supporting Microsoft desktop operating systems
- Expert knowledge of PC technology hardware, software, operating systems
- Experience of installing, configuring, testing and implementing hardware and software applications
- Demonstrate knowledge of problem solving in both hardware and software systems or networks

Desirable knowledge and experience:
- MCP's
- A+, N+
- Networking and communication concepts
- Experience of supporting;
- MS operating systems
- MS server applications
- Roaming and remote user support over a range of technologies
- Managing backup solutions
- Virtualisation products and concepts
- 3CX, WatchGuard and VMWare
- Firewall technologies, VPN and security principles.
- Cloud based technologies
- VoIP telephony, software and hardware PBX's

Working Pattern
Mon-Fri 8am-5pm & 9am-6pm rota basis with occasional evenings & weekends