support technician Newcastle under Lyme, England
Job description
Reporting to the IT Manager the IT Support Technician will support the business IT technical ownership and responsibility as we transition to CRH Europe. Based at our High Carr site, the responsibilities for this role include:
· Effectively handle individual problems and service requests from call-in through resolution, practicing total contact ownership.
· Responds to inquiries and service requests for assistance with the organisation’s computer systems or PCs via phone, email or in person queries.
· Identifies problems, troubleshoots, and provides 1st and 2nd level technical support for employees on the following: Windows Operating System, MS Office application, Office 365, Internet browsers, Hardware/Software conflicts, remote support via remote control tools, VPN connectivity and/or administration of Network connectivity.
· Handle advanced software support and escalations for core applications such as OKTA, Epicor and Sage ERP Systems.
· New Starter Laptop Builds, Imaging and Provision
· Troubleshooting mobile devices such as iPhone, iPad, Android handheld connectivity and synchronization, wireless RF scanners, among other devices.
· Provide coaching and mentoring to peers, assisting with troubleshooting, processes, and procedures
· Maintains ServiceNow queues by actively communicating with customers and peers. Comfortable creating and editing knowledge articles.
· Responsible for meeting Service Desk, Service Level Agreement and metrics.
· Other duties, as required or requested by the IT Manager and wider Business Systems & Processes Team
· Occasional Site Visits for deployments, projects and support when required
Candidates must have a third level education or equivalent in Information Technology or relatable discipline the successful candidate must also possess the following skills and competencies:
· Experience at first line IT support
· Training in Microsoft Windows OS, Office 365, ITIL
· ITSM Tools including ServiceNow or Equivalent
· Experience with mobile devices, IOS and Android OS required
· Knowledge of x86 hardware, Windows OS, Office Suite and Office 365, Productivity applications such as Adobe and AutoCAD, VPN and Networking
· Experience with peripherals such as printers, scanners, and barcode readers
· Experience with Citrix or Microsoft RDS Environments
· Experience in handling customer technical support calls
· Experience in ERP Systems Support such as Epicor
· Experience with Vendor Support
· Must be action oriented with effective communication skills and able to drive results across a global business
· Must be customer focused and act with a shared sense of urgency and priority for customers.
· Strong analytical and problem-solving skills
· Able to present ideas in a concise, business, technical and user-friendly language.
. Ability to travel to travel between sites, as required
Job Types: Full-time, Permanent
Benefits:
- Company pension
- Cycle to work scheme
- Gym membership
- On-site parking
- Referral programme
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Newcastle-under-Lyme, ST5 7UG: reliably commute or plan to relocate before starting work (required)
Education:
- Bachelor's (preferred)
Experience:
- First Line IT Support: 1 year (required)
Work Location: In person
Application deadline: 22/06/2023
About Cubis Systems
CEO: Michael Wightman
Revenue: Unknown / Non-Applicable
Size: 501 to 1000 Employees
Type: Company - Private
Website: www.cubis-systems.com
