This role provides comprehensive technical support and root-cause analysis for hardware and software issues while maintaining key IT security systems and supporting the integration of new technologies.The post holder will be responsible for providing end user and system support, helping diagnose and troubleshoot hardware and software problems, whilst also helping users to install and configure applications. As members of the team, you will be a key player in the continuous improvement of current systems and the introduction of new technologies. ResponsibilitiesProvide support to diagnose, troubleshoot and resolve technical issues and requests across a broad IT hardware and software spectrum. This includes undertaking rootcause analysis to help prevent similar issues in future.Maintain and support Email, Web browsing security, Anti-Virus systems, Windows Update Services and Microsoft products and services.Use the Company’s ticket management tool to ensure all cases are logged properly, tracked and completed accurately through to resolution, within agreed timeframes and limit SLA breaches.Prioritise and manage several open issues simultaneously and where required, properly escalate unresolved issues to appropriate internal teams (e.g. Senior Engineers or Business Systems Team).Perform daily and weekly checks and monitoring of Key Services and applications, to ensure a proactive approach towards issue detection and resolution.Document technical knowledge in the form of notes and manuals.Support the wider team with knowledge share, via knowledge base communications (emails, how-to guides etc.) and actively contributing at team meetings.Ensure all company policies, procedures and working practices are adhered to.Participate in on site customer/supplier audits as required.Prioritise and delegate tasks to ensure productivity, quality & improvement targets are met in accordance with set KPI's.Participate in projects to success via SMART objectives.RewardCompetitive salaryAnnual bonus (linked to company performance)33 days annual leave (Increase after 5 years' service)37.5 hours per week Flexi time working £5,000 employee referral bonus Health cash plan Contributory Salary Sacrifice Pension SchemeHoliday Purchase Scheme - Salary Sacrifice Electric Car Scheme - Salary SacrificeCycle to Work Scheme Life Assurance Scheme at x4 gross salaryCompetitive enhanced Maternity and Paternity pay IVF & Assisted Conception Policy Women in Business - Corporate Member Wellbeing InitiativesEmployee Recognition schemeService Awards Local charity / sponsorship activitiesDedicated employee parking Discounted Gym membershipLearning and development opportunitiesCareer progression RequirementsEssentialCompleted a degree within a relevant field i.e. Computer Science, IT or Software EngineeringGood understanding of computer systems, mobile devices, and other tech products.Ability to diagnose and troubleshoot basic technical issues.Self-motivated with excellent time management and communication skillsA current driver’s license/own transport is required.Out of hours support may be required from time to time in this roleDesirableCertification in Microsoft, Linux, Cisco, or similar technologies.Previous industry experience through a placement year
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