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IT Support Technician

  • Job reference: DEIT417
  • Location: Wiltshire
  • Job type: Temporary
  • Area of Expertise: Support/Helpdesk
Job description: My Client, a local authority in Wiltshire, is currently looking for an IT Support Technician to work on an initial 2 month contract basis.

This role is the primary point of contact for all ICT service and incidents. 1st line engineers need to have a good technical knowledge together with excellent customer service skills. There are over a 1,000 products across the 2 organisations and this role is the first line fix with a time limited requirement to resolve issues or escalate.


Specific duties and responsibilities include:

* Responsible for the support of existing services (software and hardware) following a reported incident or service request that can be resolved remotely. This will require balancing the competing priorities of existing and evolving business needs, whilst achieving maximum optimisation of application functionality.

* Software issues may be resolved by providing advice or training to users about specific application functionality, correct operation or constraints, by devising work-arounds, correcting faults, making general or site-specific modifications, updating system documentation, manipulating data, or defining enhancements - often in close collaboration with Senior Engineers

* Handles customer calls from across service lines and locations within Wiltshire Council and Partner sites, troubleshoot, document and resolve IT related issues based on solutions found in the Service Desk knowledge bases and efficiently process service requests, to ensure that corporate IT and communications systems remain functioning as smoothly as possible in line with Business requirements.

* Provides troubleshooting for user/customer related incidents/concerns, escalating calls to the Second Level Support Team using predefined procedures where the resolution falls outside agreed targets or no immediate resolution is available

* Installs and removes software and hardware

* Diagnose and repair hardware faults and computer related peripherals


Essential

* ITIL v3 Foundation level qualification desirable or willing to achieve this within 12 months of start
* Proven experience of troubleshooting within a corporate environment
* Experience of dealing with customers at all levels across the organisations
* Familiar with between 1 and 3 of the following technologies and a basic working knowledge in as many of the following technologies as possible:

* PC and laptop operating systems to include Windows (Windows 7, Windows 10)
* Microsoft enterprise products such as Azure, Office 365, SharePoint and Dynamics
* Laptop/PC management security software (System Center, Forefront, Sophos)
* ERP systems including integrated modules such as procurement, finance, HR & payroll, data warehousing, business intelligence and process integration of interfaces
* Expert knowledge of the customer end device, related ICT applications and infrastructure (cloud services, spatial systems, networks, servers, storage and telephony, Databases)


Desirable
*Microsoft Certified Professional (MCP) or Microsoft Certified Systems Administrator (MCSA) qualification in a desktop related subject preferred e.g. managing Windows 7


In the first instance, please send me your CV to be considered or alternatively, please contact Daniel Eccles on 01772 208958 for more information.

If this role isn't for you, we do also offer a referral bonus of £250 for every new candidate you refer to us that we place in a position for more than 13 weeks. That's £250 just for forwarding a job advert to a friend!