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IT Support Specialist

2 months ago

Walsall, Walsall, United Kingdom Digital Waffle Full time
IT Support Technician

We are seeking a skilled IT Support Technician to join our team at Digital Waffle. As a key member of our IT service desk, you will work closely with the wider IT department to ensure high-quality technical support across the organisation.

Key Responsibilities:
  1. Provide day-to-day technical support and troubleshooting, gaining experience in a variety of infrastructure technologies such as networking, WiFi, firewalls, Azure, Office 365, and cybersecurity.
  2. Respond to IT support requests through various channels: service desk system, phone, and face-to-face.
  3. Log and track incidents using the IT service desk platform.
  4. Maintain and update IT assets via the service desk system.
  5. Escalate more complex issues to second or third-line support as appropriate.
  6. Carry out routine maintenance, administration, and troubleshooting of user devices, including laptops, desktops, and mobile devices.
  7. Set up and configure new devices for end users, including laptops, desktops, and tablets.
  8. Manage Active Directory user accounts.
  9. Provide both remote and deskside support to staff.
  10. Manage endpoint security incidents, such as malware and antivirus issues.
  11. Assist the senior IT team in delivering key IT projects.
  12. Perform additional duties as requested by management.
  13. Adhere to safeguarding policies, ensuring the protection of children and vulnerable adults.
  14. Support the organisation's commitment to equality, diversity, and inclusion.
Requirements:
  1. Basic experience with Microsoft Office 365 and Azure.
  2. Proficiency in troubleshooting Windows 10 issues.
  3. Ability to install, upgrade, and configure laptops and desktops.
  4. Strong communication skills, with the ability to communicate clearly and professionally with both internal and external stakeholders.
  5. Proven experience in delivering excellent customer service and resolving technical issues.
  6. A keen interest in learning and adapting to new technologies and processes.
Desirable Skills:
  1. Cisco or Microsoft certification.
  2. A degree in IT, Computer Science, or a related field.
  3. Basic networking knowledge (e.g., TCP/IP, DHCP, DNS).
  4. Experience with endpoint security solutions (e.g., antivirus, VPN).
  5. Familiarity with WiFi systems like Meraki or Aruba.
  6. Experience with Group Policy management.
  7. Hands-on experience with IT monitoring and management tools.