Technology Support Partner

**Position Statement**:
Here at Birkdale we’re the UK’s leading, and most trusted brand for gate and fencing accessories. An accolade we have held for almost 40 years by constantly pushing innovation, producing the highest quality products, and delivering exceptional customer service every time.

We are seeking a motivated and dedicated individual to join our team as a Technology Support Partner. This role is a crucial member of the IT team, responsible for ensuring the seamless operation of our technology infrastructure and providing exceptional technical support to our employees.

This role encompasses both Tier 1 and Tier 2 support functions, requiring a proactive and customer-focused approach to resolving a wide range of technical issues. This is an exciting opportunity to drive your career in a fast-paced and end user-focused environment.

**Key Responsibilities**:

- Responding to and resolving Tier 1 and Tier 2 support requests through our helpdesk system, including troubleshooting hardware, software, and network issues.
- Independently manage and prioritise support requests, ensuring timely resolution while effectively balancing multiple tasks and responsibilities.
- Providing excellent customer service and technical support to end-users, ensuring timely resolution of issues and maintaining high customer satisfaction.
- Administering and managing user accounts in Office 365 and Active Directory, including creating, modifying, and deleting accounts as required.
- Assisting in managing user permissions and access rights to ensure security and compliance with company policies.
- Configuring and setting up laptops, desktops, and other IT equipment for employees, ensuring they are ready for use upon delivery.
- Performing routine maintenance and updates on IT equipment to ensure optimal performance and security.
- Managing and supporting mobile devices, including phones and tablets, ensuring they are configured and operating correctly.
- Assisting with mobile device procurement, setup, and troubleshooting.
- Ensuring that all IT systems and equipment in the warehouse are functioning efficiently and effectively.
- Maintaining accurate records of support requests, resolutions, and IT inventory through documentation and regular reporting.
- Contributing to the creation and maintenance of IT support documentation, guides, and procedures.
- Proactively identifying areas for improvement within IT processes and suggesting innovative solutions to enhance efficiency and effectiveness.
- Staying updated on industry trends and emerging technologies to provide informed recommendations and support.
- Working closely with other IT team members to support larger IT projects and initiatives.
- Collaborating with other departments to understand and address their specific IT needs and challenges.
- Demonstrate strong technical skills and expertise in Office 365, Active Directory, and other relevant IT systems, with the ability to configure, manage, and troubleshoot hardware and software issues effectively.
- Demonstrate the ability to work independently, taking initiative to identify and resolve technical issues with mínimal supervision while maintaining productivity and meeting deadlines.
- Show strong organisational and time-management skills to effectively handle multiple tasks, prioritise responsibilities and meet deadlines.
- Embrace a can-do attitude and display a willingness to learn, adapt, and handle unexpected situations.
- Exhibit excellent analytical and problem-solving abilities, with a proven track record of identifying root causes, troubleshooting technical issues, and implementing effective solutions in a timely manner.
- Show a commitment to continuous learning and professional development, staying up-to-date with the latest IT trends, technologies, and best practices to enhance service delivery.
- Collaborate effectively as a team player, recognising the importance of working together and providing support to colleagues when needed.

Pay: £28,000.00-£34,000.00 per year

Additional pay:

- Quarterly bonus

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Free flu jabs
- Free parking
- Health & wellbeing programme
- On-site gym
- On-site parking
- Private medical insurance
- Referral programme

Schedule:

- Monday to Friday

**Experience**:

- ITSM/ITIL: 2 years (preferred)

**Location**:

- High Wycombe (preferred)

Work Location: In person

Reference ID: ITTIER1and2
Expected start date: 03/09/2024