IT Technician
Job Details
Full Job Description
Job Description
IT Technician/Near Stalham
Technique
Recruitment Solutions are proud to be working alongside a bespoke
manufacturer that specialises in marine glazing and works with some of
the world’s most prestigious yacht designers and boat builders.
Our customer employs more than 170 people at its 12-acre
Norfolk site near Stalham and have a new opportunity for an IT
Technician to join their team
Job summary
The IT Technician is responsible for providing
technical support for a full range of business technologies, including
computer systems (hardware and software), network infrastructure,
telecommunications circuits, mobile devices, telephone systems,
audio-visual equipment, and printers. They must be able to
independently assess a reported problem or failure using diagnostic
methods and tools, determine the probable cause and take appropriate
action to resolve the problem in a timely manner. Often collaborating
with other resources (both internal and external), the IT Technician
must understand system interdependencies and avoid unintentional
interruption of services during troubleshooting and problem
resolution.
The IT Technician reports to the IT ServiceDesk
Coordinator.
What will make you special?
1. You are
a great communicator and are passionate about connecting people to
solve problems. When there is an issue on a project, you actively
reach out to learn more.
2. You lead with core values and
positive energy. Every day will be a new challenge – you strive to
assume the best intentions from your fellow team members and take
satisfaction in making their jobs easier!
3. You are a
student of Lippert! You are always learning more about how the various
parts of our business operate and enjoy building relationships across
the company.
Task description
First
level support for all IT related issues on the specific plant (i.e.
hardware, software, network).
Act as “intermediary” between
the end-user and the corporate support specialists or external
suppliers for problem resolution and basic services activation (i.e.
creation/activation of new AD users, user profile changes, password
reset, MFA reset, user deactivation, VPN activation etc.).
In
charge of basic software installation and configuration along with
corporate security tools deployment.
Building IT Hardware
including desktop and laptops to the corporate standard.
Responsible for network configuration for PCs and
peripherals.
Support for conference calls and set up multimedia
rooms in case needed.
Collaborate with the purchasing
department for the procurement of IT materials (i.e. laptops,
accessories, mobile phones, printers, PDAs, telephones).
First
level interface with the external providers and specialized
software/hardware manufacturers for activities related to procurement,
installation, support, maintenance.
Maintain full ownership of
service tickets through its lifecycle and Incident Management process.
Ensuring all elements of the process, including Major Incident
Management are implemented and operationally managed.
Ensures
accurate logging incidents, service requests, access requests and
changes.
o That for every call and/or reported event a
service ticket is created in both a timely and accurate manner. This
one call/one ticket method provides effective tracking of all
incidents and service requests. In cases where a single incident has
affected multiple users, this method of creating a ticket for each
reported instance and attaching it to a parent ticket will allow for
impact analysis on the outage.
· Ensures updates to the
Knowledge Base (KB) with all troubleshooting performed and, if
applicable, the resolution is made.
· Utilizes the KB
and other support documentation to identify, isolate, diagnose and
resolve end users' technical problems and provide information and
status as requested.
· Completes initial diagnosis and
progress all issues in a timely fashion in order to minimize the
production outages, resolving the incidents wherever
possible.
· Escalates tickets to the appropriate
Specialists if required and manage the progress of these through to
the closure.
· Work in strict collaboration with the IT
corporate engineers to conduct incident activity and resolve
incidents.
· Any other tasks or projects assigned by the
IT Operations / InfoSec team.
· Provide occasional out
of hours support.
Person specification
Education / Qualifications
Functional:
· Proven experience of handling Service Desk
activities in a busy fast paced Service Desk environment.
·
Good understanding of the Service Operation space, covering Service
Desk, Incident Management, Problem Management and Knowledge
Management.
· Understands and has a strong appreciation
the 'frontline' role service desk operations have on shaping the
overall relationship between IT and business.
·
Passionate about customer service and ability to handle challenging
customer conversations.
· Ability to work under
pressure.
· Good knowledge of server operating systems
with particular focus on Windows Server / Active Directory.
·
Good knowledge of desktop operating systems (Windows) and associated
hardware and software (MS Office, MS Project, Visio) necessary to
install and support users from an operational perspective.
·
Knowledge of mainstream mobile device platforms (IOS, Android, Windows
Phone).
· Leads auditing of IT stock and asset
management of site.
Technical:
·
Microsoft Windows Server.
· Strong knowledge of Windows
7/10/11 operating systems.
· Active Directory
(Administration).
· Multi-factor authentication
technology.
· Basic knowledge of Hypervisor (i.e.
VMWare/Hyper V).
· End-User Devices (Desktop / Laptop /
Mobile Phone / Desk Phones).
· Printer
management.
· Knowledge of Microsoft Office 365
suite.
· Understanding of Networking technologies and
concepts.
· Use of System’s monitoring tools.
·
Hardware setup and troubleshooting.
· Computer parts
replacement/upgrade.
· Good knowledge of Voice
Telephony.
Other:
Strong interpersonal
skills, able to communicate across a broad spectrum of
users.
Excellent oral, written and presentation communication
skills
IT Technician
Technique Recruitment Solutions
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