1st Line IT Support Technician

07 Jun 2021
22 Jun 2021
IT, IT Support
Contract Type
Full Time
1st Line Support role with large recycling / manufacturing company based near Maidstone, Kent. 12 month fixed term contract.

On call rota required.

The 1st Line Support IT Engineer is responsible for all first line enquiries and reported issues for users of company systems and applications. The Service Desk also own and maintain all Systems Administration activities working to agreed service levels.

Investigate and resolves where possible computer software, hardware and telecommunications incidents from internal customers. Assigning accurate data to support teams and escalating when necessary on behalf of the customer.

To ensure that the IT Service Desk process and services are properly delivered to the business and that any barriers to proper service provision are addressed and/or escalated.

Candidate Requirements:

Strong communication and organisational skills.
Educated to at least 'A' level standard or equivalent.
Can maintain a "Can-Do" attitude.
Good Customer Service Skills.
Experience with administrating Windows 10 and Windows Servers (2012 - 2019), Active Directory, Terminal Services, VOIP\PBX solutions.
Experience working with helpdesk solutions with particular focus on Incident and change management disciplines.
An awareness of all risks associated with a Service Desk.
Experience managing Apple and Samsung mobile telephony devices within a corporate environment.
Technical Knowledge of Microsoft Office \ Teams \ Skype and One Drive.

Knowledge of Direct Access systems.
Technical Knowledge of VMWare and Veeam backup.
Administrating Bitlocker Encryption systems.
Business process evaluation and analysis.
Knowledge of SNOW software management software.
Knowledge of Dell Server and SAN equipment.
Experience working with SCOM\SCCM\MECM\VCM.
Knowledge of Process Control Network Systems.

Provide 1st line telephone and remote support for users
Receive telephone calls from users having problems using computer software and hardware or inquiring how to use specific software such as statistical, graphics, data base, printing, word processing, programming languages, electronic mail, telephone system and operating systems
Liaise with colleagues to research problem and find solution or log/assign a call to the relevant support team and chase up the call until the issue has been resolved and the customer is satisfied.
Escalate issues to 2nd/3rd Line support teams and management where appropriate.
Complete daily checks following procedures.
Receive requests from users requiring change of systems access permissions, advising the business accordingly.
Provide 1st line response to all properly authorised access requests, validating the request and passing for action
Create/amend/delete system access for users on multiple systems used
Maintain accurate authorisation lists that are freely available to all team, members, and management on request for inspection
Assist with compulsory system reviews/audits
To provide adequate capacity management for key business data servers, requesting business attention and escalating to management as appropriate.
Ensure implementation and adherence to the Security Policy.
Ensure best use of automated toolsets to assist with the delivery of all service
To liaise with other departments to achieve best possible operating practices
Additional responsibilities - Complete any other appropriate adhoc tasks as directed by your manager