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IT Support Technician

2 months ago

Durham, Durham, United Kingdom AGM Construction Recruitment Full time

Position: IT Support Technician

Department: Information Technology

Overview:
As a vital member of our client's expanding organization, you will collaborate within a specialized IT team. Your primary duties will encompass technical troubleshooting, management, and upkeep of both hardware and software systems. While your main focus will be on providing technical assistance, you will also have the chance to advise and engage with the organization as a trusted IT advisor. Furthermore, you will enhance and apply your cybersecurity knowledge as part of the developing IT security framework.

Key Responsibilities:

  1. Act as the main point of contact for all IT-related inquiries.
  2. Deliver expert-level support for intricate hardware, software, and networking challenges, including Windows, Office 365, Azure Administration, Entra ID, and other enterprise technologies.
  3. Manage system configurations, security protocols, and user accounts, including the ERP system and various SaaS applications.
  4. Participate in the planning and execution of IT initiatives, including migrations and upgrades.
  5. Uphold established cybersecurity principles and contribute to ongoing enhancements, collaborating with the IT Support/Cybersecurity Manager to maintain a secure environment.
  6. Develop and maintain comprehensive documentation for process control and evidence generation to support audits.
  7. Educate users on best practices and improved operational methods.
  8. Work alongside third-party support partners to resolve incidents.

Performance Objectives:

  • Provide clear, high-quality advice and technical guidance to business teams.
  • Ensure dependable service and foster strong relationships with internal stakeholders.
  • Maintain high levels of customer satisfaction through effective communication and timely updates.
  • Document all actions in the ticketing system.
  • Record all solutions provided.

Candidate Profile

Qualifications, Knowledge, and Experience:
Essential:

  • Bachelor's degree or equivalent in a relevant IT field.
  • Demonstrated expertise in Microsoft products, including Entra AD, Azure, SharePoint Online, and M365.
  • A minimum of 5 years of experience in an IT support environment.
  • Valid UK driving license.

Desirable:

  • Familiarity with Azure and cybersecurity practices.
  • Knowledge of data backup, ODBC, SQL databases, and MS Defender stack.
  • Experience with PowerShell and SharePoint Online.
  • Understanding of IT and cybersecurity standards such as ITIL, ISO27001, Cyber Essentials Plus, or experience in regulated settings.

Personal Attributes:

  • Strong customer service orientation.
  • Exceptional communication abilities.
  • Capability to prioritize tasks effectively.
  • Robust problem-solving skills and technical acumen.

Core Competencies:

  • Customer focus, integrity, and the ability to lead through influence.
  • Excellent listening skills, consistently delivering on commitments and knowing when to accept and challenge.
  • Strong communication skills, capable of engaging at all levels, including senior management and technical teams.
  • Team player who delivers excellent results under pressure and tight deadlines.
  • Logical planning skills, with the ability to manage multiple tasks simultaneously.
  • Meticulous attention to detail.
  • Positive and enthusiastic approach to IT challenges.
  • Ability to work independently.
  • Advanced IT support and administration capabilities.
  • Flexible and responsive to changing needs.
  • Systematic approach to problem-solving.
  • Outstanding customer service skills.