IT Support Technian


Premium Job From Nigel Frank International

Recruiter

Nigel Frank International

Listed on

5th May 2017

Location

Bedfordshire

Salary/Rate

£20000 - £25000

Type

Permanent

This job has now expired please search on the home page to find live IT Jobs.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES:

Provide technical support & maintenance for both the corporate and terminal IT functions.

Ensure that IT issues & faults reported to the IT team are resolved in the shortest possible time, meeting the department's service level targets, and minimizing the disruption to systems critical to the airports operation.

To update ServiceDesk calls with progress notes, detailing progress on the task for both the end user and other team members. Communicate with all relevant parties affected by any task in a timely, professional manner.

Ensuring the smooth running of all (IT) Information technology systems and Communications Technology (ICT) systems.

Resolve complex hardware / software problems including printing issues or email provisions.

Provide support for MS Office 2010 & 2016 and future versions.

Perform Installations, configurations, setting up of workstations and mobile devices.

To take a pro-active approach in this job role, through monitoring the performance of systems and making regular routine inspections of installed equipment and taking corrective avoidance actions to prevent wider problems.

Be responsible for the day-to-day delivery of first-line support to the organisation.

Prioritise support and maintenance tasks in order to meet service level expectations.

To provide suggestions for improvement to the IT team, based on customer feedback and discoveries made on the ground, with a view to reducing recurring faults or improving the service provision. They will gather feedback from end users and agree actions with the team to improve the overall customer experience and reliability of systems.

To work with colleagues to ensure comprehensive documentation of procedures are maintained, and will liaise with external support providers to ensure that their system documentation and support process is regularly reviewed. They will build & deploy new desktop / laptop / server / network equipment to the corporate environment, and carry out evaluations of new equipment.

Regular preventative maintenance tasks must be performed, as well as safety related inspections in all areas where the IT department have responsibility.

To be a part of 24x7 on-call Roster to provide out of office hours IT support to the business.

To be a team player, and one who believes in 'Hands-On approach'.

To assist the senior management team with projects.

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

A successful candidate for this role will have:

A very well organised and structured approach to work planning, time allocation to tasks, and a flexible approach to daily routines to deliver the desired results.

An ambition to constantly learn new skills and develop knowledge, with an understanding that study time outside of working hours may be required for career development.

A very good team working ethic, communicating with colleagues in a clear and professional manner, whilst maintaining a customer-service based approach. The ability to work alone using own initiative and managing support calls to a high standard.

Ability to apply ITIL processes to the provision of IT support in the airport and corporate environment.

Relevant experience of providing technical support on IT systems in a high pressure environment, to tight service levels. Can install, configure, and upgrade software and operating systems.

The ability to investigate and trouble-shoot a wide range of technical problems, including computer equipment, software and network faults. A methodical problem-solver with a desire and aptitude for learning new skills. Patience, resourcefulness and a desire to help.

An approach that builds professional rapport and trust with colleagues at all levels of the organisation and is able provide training to end users on working with the provided solutions.

Proven technical skill-set that enables the job holder to investigate the wide range of potential problems that may occur in the supported environment, working independently wherever possible.

A personal drive and ambition to succeed in the face of adversity, to focus on goals and an approach that fosters continuous improvement of the individual and the team.

Good written and spoken communication skills, able to produce instructions and procedure documents, able to communicate clearly over the telephone or face-to-face and maintain department's commitment to customer excellence.

Contribute credibly to IT department's delivery of SLAs and other support targets.

Self-motivated to advance own knowledge & gain formal qualifications.

Microsoft operating system qualification(s) MCP, with a good working knowledge of server & desktop operating systems, CompTIA A-plus / Network-plus or equivalent qualifications covering computer servicing / maintenance and trouble-shooting

Credible knowledge/experience in Microsoft Windows 7/10 and Office suite 2012/2016.

Credible knowledge of networking TCP/IP, DHCP, DNS, VPN & Exchange Server

Credible knowledge/experience of supporting Active Directory, Group policies, DNS, DHCP and Exchange Server.

Field Service technical support experience in complex and diverse IT environments.

Working knowledge of data storage systems, data backup and restoration methods, email filtering and anti-virus / security products.

Good working knowledge of telecommunication, CCTV and radio systems.

Full & clean driving licence, all relevant permits to work in the UK and security clearances.

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