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Information Technology Support Technician
3 months ago
ChandlerKBS provides independent consultancy services across a wide range of sectors throughout the UK, Ireland and mainland Europe. We work with some of the largest private, public and utility sector clients. We take pride in delivering an excellent service.
ChandlerKBS are seeking to recruit an a skilled and customer-oriented Information Technology Support Technician to join our expanding IT Team in our Penarth office to support the technical delivery of the IT estate and its staff.
The successful candidate will act as the first point of contact for all our EMEA users, providing technical assistance, troubleshooting, and remote problem-solving tasks for a range of IT-related issues. As a key member of our team, you will play a vital role in maintaining our organisation's IT infrastructure and ensuring smooth day-to-day operations, including organising and setup of new hardware.
Information Technology and Data Security is recognised as an integral part of our operations. By ensuring our hardware and applications are effectively maintained, and network infrastructure is reliable, whilst data is made available and secure to all members of staff.
You will be expected to provide support and advice to customers, imparting technical information in an understandable manner which includes its European Staff and working closely with the other IT Support personnel located in other regional and affiliate offices.
The role of an Information Technology Support Technician includes the following responsibilities:
- Serve as the initial point of contact for all IT-related inquiries and issues from internal users, either via phone, email, or in-person.
- Provide timely and professional remote technical support and guidance to end-users on hardware, software, network, and application-related problems.
- Diagnose and resolve basic technical issues, escalating more complex problems to the appropriate IT teams or 3rd party vendors when necessary.
- Document and track all user interactions and problems using our ticketing system, ensuring accurate information is logged to ensure the most efficient path to resolution.
- Assist in the setup, installation, configuration, and maintenance of hardware, software, and peripherals, including desktops, laptops, printers, and mobile devices.
- Perform user account management tasks such as password resets, access provisioning, and permissions adjustments and software licencing.
- Work collaboratively with other IT team members to identify and fix recurring issues and contribute to the development of solutions and process improvements.
- Conduct remote troubleshooting when necessary, guiding users through steps to identify and resolve technical problems.
- Provide some end user training to staff and assist in maintaining end-user guides.
- Participate in IT projects, training programs, upgrades, and deployments as needed, contributing technical expertise and support.
Key Attributes:
The ability to -
- Delivery excellent customer service and communication skills, both written and verbal.
- Work independently within a fast-paced environment and handle multiple tasks simultaneously, whilst prioritising work and managing time effectively.
- Show proven experience in a similar support role, demonstrating a solid understanding of IT concepts, hardware, software, and networking.
- Deliver strong analytical and problem-solving skills with the ability to diagnose, analyse, and resolve technical issues efficiently and propose innovative solutions.
- Show familiarity with remote support applications and tools.
- Show willingness to learn and adapt to new technologies and processes, with a flexible approach to change.
- Delivery strong attention to detail and accuracy in documentation.
Qualifications & Skills:
- Minimum of 2 years in a busy IT Service Desk role or similar, supporting end users remotely.
- Previous experience working with a ticketing system within IT Support environment and working within agreed SLA timeframes.
- Provide experience working with Microsoft Windows operating systems, and server environments.
- Knowledge of Active Directory, DNS, DHCP, user account management, and security principles and understanding the importance of strong IT security practises.
- Relevant IT qualifications desirable (e.g. Microsoft Desktop Support Technician, CompTIA Network+, ITIL Framework).
- Proficient with working with Office365 applications, Microsoft Azure, MDM (Intune / AutoPilot), and administering 365 Licencing.
- Interested in learning about new technology and willingness to develop new skills.
Helping our employees achieve a healthy work-life balance is important to us.
As well as receiving a competitive salary, you will also have an opportunity to take advantage of our flexible hybrid working arrangements.
Our core benefits include:
- 24 Days Annual Leave (with the ability to purchase up to 10 extra days)
- Private Health Insurance
- Life Assurance
- Critical Illness Cover
- Generous Pension Scheme
- Annual Professional Membership Fees
- Bespoke Training & Development Plans
- Health & Wellbeing Initiatives (Cycle to Work Scheme/Gym Discounts/EAPs)
ChandlerKBS is an equal opportunities employer, an accredited Investor in People (IIP) and has a RICS approved APC programme.
