support specialist Alderley Edge, England
Job description
Are you a technical member of a service desk team looking for that next step in your career, to play a pivotal role in the IT service and support of this industry leader? Are you wanting to stretch yourself and see different aspects of IT?
My client is one of the largest privately owned property companies in the country. Working from their head office, they are currently looking to make an addition to their IT Department , in the form of an IT Support Specialist
As an IT Support Specialist, you will be joining a busy team responding to Incident and Service Request processes for both Head Office users and external regional office users. This role will require a team player within a dynamic and varied support background with the individual reacting to support calls in a calm and process driven methodical manner. Knowing when matters are business-as-usual IT support and when to escalate matters to other senior members of the IT team.
It is an exciting time to join the IT Service Desk, my client's IT estate is undergoing a major digital transformation. They're currently in the middle of moving towards an entirely cloud-based infrastructure which includes Microsoft Office 365 and Azure computing.
My client relies on the IT department to ensure that their network and infrastructure are secure, connected and well supported. They're looking at the latest technologies to bring their workforce closer with enhanced infrastructure and software tools such as Microsoft’s M365 collaboration tools. All this relies on good available hardware and a great IT Service Desk.
The IT department has three major areas of strategy, which include secure governance of systems, continuous improvement of the infrastructure, and functionality / availability of the systems overall. Beyond that, technicians within the IT department work internally and openly on computer software applications and hardware for support. They all play their part to allow the business to be successful.
Main Responsibilities
- You will be responding to the Incident and Service Request processes for both Head office users and external regional office users.
- Reacting to support calls in a calm and process driven methodical manner.
- Knowing when matters are business-as-usual IT support and when to escalate matters to other senior members of the IT team.
- Responsible for resolving escalated technical support queries, applications and services across all sites, including end-user computing.
- Ensuring support for existing and emerging technology, including providing technical advice to delivery teams along with comprehensive documentation.
- This role bridges the gap between BAU (Business as Usual) and third line technical project resource.
Main Technology Focus
- Microsoft 365 delivery
- Cisco Meraki deployment and support
- Active Directory administration on-premise and Azure AD
- PowerShell scripting and task automation
- Microsoft Windows 10 advanced support
- Microsoft Windows Server 2016 / 2019
- Networking principles and troubleshooting, good understanding of LAN & WAN
Skills Required
- Customer service engagement - You can engage customer service functions, including responding to issue reports, the reporting of service calls, information requests, access rights and reporting on how a call came in and what was its path through the team.
- Ownership and initiative - You can take ownership of problems and proactively resolve technical issues, ensuring that technical solutions continue to meet business requirements. You take full accountability for actions taken and decisions made. Ensure team accountability and issues are shared or escalated with the IT Support Manager.
- Technical understanding - This knowledge underpins your ability to deliver the responsibilities and tasks for the role to ensure that you can apply the breadth and depth of technical knowledge you need. You stay abreast of industry developments to make cost effective use of new and emerging tools and technologies.
The Person
- Previous experience in a similar support role
- Experience and success in being a team player in a busy Service Desk function delivering
- Prior experience/knowledge of ITIL processes would be beneficial.
- Good people and customer service skills.
- A confident, friendly and open manner
- A great communicator with an excellent telephone manner
- Excellent organisational skills
- Calm and methodical with the ability to prioritise and problem solve
- Motivated and has the ability to work under own initiative
- Smart appearance
Salary and Benefits
The salary for this role is between £28,000 - £33,000 per annum, plus fantastic company benefits including ongoing development and support, free onsite parking, generous holiday allowance, Christmas shut down, generous company pension, and more.
This is a fantastic opportunity to join a business where you will be valued from day one; the staff turnover within the company is extremely low and many who work within the business have worked there for over a decade. Due to the company location, having access to your own transport is essential.
Job Types: Full-time, Permanent
Salary: £28,000.00-£33,000.00 per year
Benefits:
- Company pension
- Free parking
- Life insurance
- On-site parking
Schedule:
- Monday to Friday
- No weekends
Work Location: In person
