IT Support Specialist

1 month ago

Coleraine, United Kingdom Eakin Healthcare Group Full time
About the Role

The IT Support Analyst will be part of the IT Service Desk team, responsible for delivering exceptional IT services to the Eakin Healthcare Group. This role will ensure the smooth operation of IT services across multiple sites, including the UK, Japan, and the Netherlands.

Key Responsibilities
  • Provide desktop, remote, and infrastructure support to 600+ users through the ServiceDesk ticketing system.
  • Ensure incidents are categorized and resolved efficiently, with primary support provided through remote desktop tools or physical attendance when necessary.
  • Lead the roll-out of assigned IT-related projects within the group, leveraging a proven track record in IT support and service delivery.
  • Monitor Service Desk tickets and provide 1st/2nd-line onsite and remote support.
  • Administer Windows Servers 2012/2016/2019 in physical, Azure, and VMWare environments.
  • Collaborate with infrastructure engineers to plan and deploy new Cloud solutions aligned with the current IT strategy.
  • Offer onsite and remote support for PCs, notebooks, smartphones, tablets, printers, and other devices.
  • Support a range of software applications, including Office 365, Sage X3, and more.
  • Mentor and cross-train team members on existing and new technologies.
  • Provide training to other departments on system usage.
  • Conduct periodic site visits for onsite support at group sites across the UK.
  • Offer after-hours support for IT-related emergencies and occasional weekend maintenance.
  • Ensure adherence to department policies and processes.
  • Develop and implement projects to deliver new technology solutions.
  • Maintain inventory and asset configuration documentation.
  • Perform special tasks as directed by management.
Key Skills
  • Previous experience in an end-user support role or computer operations environment.
  • Strong technical knowledge of network and PC operating systems, including Windows Server 2012/2016/2019.
  • Strong technical knowledge of Microsoft Windows 10/11.
  • Knowledge of automated deployment technologies such as MDT.
  • Extensive application support experience of Office 365.
  • Managing deployments/rollouts of PCs, phones, and servers.
  • Active Directory Group Policy and user/group administration.
  • Excellent understanding of PC hardware setup and configuration.
  • Solid understanding of LAN/WAN networking.
  • Ability to troubleshoot network issues.
  • Excellent telephone manner and language communication skills.
  • Ability to communicate effectively, both written and orally.
  • Ability to work accurately with detailed information and with attention to detail.
  • Ability to use own initiative.
Desirable Skills
  • ITIL Foundation.
  • Qualified in an IT discipline with specific studies in relation to IT.
  • Microsoft Certification (MCP) or equivalent certification.
  • Microsoft Azure administration experience.
  • Office 365 administration experience.
  • Experience supporting an ERP system such as Sage X3.
  • SharePoint administration and site development.
  • SQL Server administration.
  • Proven history of IT project delivery.
Working Relationships
  • Head of Infrastructure and Service (Cardiff) and IT Manager (Comber) to ensure high-quality service delivery.
  • All employees within the business to ensure they have no IT-related issues in carrying out their jobs.
  • IT Suppliers and support companies.
Additional Information
  • Willingness to travel to other Group sites for onsite support.
  • This role will report into the IT Manager at the Comber site.
Competencies
  • Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
  • Tech Savvy: Anticipating and adopting innovations in business-building digital and technology applications.
  • Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
  • Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
  • Interpersonal Savvy: Relating openly and comfortably with diverse groups of people.
  • Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.
  • Manages Ambiguity: Operating effectively, even when things are not certain, or the way forward is not clear.
  • Being Resilient: Rebounding from setbacks and adversity when facing difficult situations.

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