A fantastic opportunity has arisen within the IT and Infrastructure department, working as a 1st / 2nd Line Support Technician. Working in a busy helpdesk environment, this role will be focused on providing both user and system support to the business.

 

Applicants will need to demonstrate high level troubleshooting, analytical and administrative skills. Excellent customer service skills and the ability to work in an ITIL driven framework environment are also prerequisites.

 KEY ASPECTS OF THE ROLE

• Responsible for effectively troubleshooting and resolving calls that come into the IT helpdesk, escalating complex calls to the relevant technicians within agreed SLA’s.

• Contributing to the development and maintenance of IT assets and processes.

• To create and publish supporting documentation to assist staff with IT service requests.

• Installation, maintenance and support all IT equipment which includes but is not limited to; Desktops, Laptops, Tablets, Phones, Printers etc.

• Provide a high level of customer service across the business, supporting users both in person and remotely.

 

CORE SKILLS AND EXPERIENCE

Technical

Essential

Desirable

Experience of working in a 1st and 2nd line technical support role within an information technology department

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Knowledge of administering AD services, DNS, DHCP, GPO etc.

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Knowledge of administering Exchange 2013

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Basic Knowledge of PowerShell

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Comprehensive knowledge of Windows 7/10 & Apple MAC workstations

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Comprehensive knowledge in MS Office 2013/2016/365

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Hardware and Application fault fixing

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Experience in Mobile Device Management

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Knowledge of Audio and Visual technologies

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Cabling and patching experience

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Non – Technical

Essential

Desirable

Ability to communicate well with people of all technical or non-technical levels and experiences in order to explain faults and corrective actions to be taken

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Flexible to meet the requirements of the role (including some weekend work)

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A polite and professional manner

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Able to effectively manage own time and prioritise work, meeting

deadlines and responding to changing priorities

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A positive ‘can do’ approach

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Able to work under own initiative as well as collaboratively within a

team

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Able to work in a calm and productive manner even during busy

times

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Strong analytical skills including the ability to effectively analyse

information and troubleshoot potential issues or faults

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Demonstrable track record of working proactively and making

suggestions/implementing improvements (i.e. systems, procedures

etc)

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For further information or to apply for this role, please contact or forward your Covering Letter and CV to recruitment@aistores.co.uk