IT Support Specialist

2 months ago

Water Orton CP, United Kingdom Digital Waffle Full time
Job Title: 2nd Line Support Engineer

We are seeking a skilled IT Support Technician to join our IT service desk team and work closely with the wider IT department. This role is crucial in ensuring high-quality technical support across the organisation.

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

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