Desktop Support Technician

Do you have a strong background in IT Support? Are you passionate about delivering outstanding customer service? Are you experienced in providing technical support for Apple devices?

In this role you will be primarily responsible for providing support to the employees who use Apple devices, including OS X, MacBooks, and iOS, in their daily work. You will be troubleshooting hardware and software issues reported via phone, email, and in-person.

You will also be asked to help support the Windows estate when necessary as well, so any experience with Windows troubleshooting, Active directory and office 365 will be an advantage.

You will be following the defined ITIL process for Incident Management so you can quickly prioritise and resolve incidents with minimal impact to end users.

What you’ll be doing:
Installing, configuring, and maintaining hardware and software applications on Apple devices.
Identifying and escalating critical issues that require immediate attention.
Developing and maintaining technical documentation and standard operating procedures.
Maintaining an inventory of Apple devices and peripherals.
Supporting Microsoft Active Directory and Exchange.
Splitting time between BAU and projects and delivering both on time.

Who you are:
Strong problem solver.
Team orientated.
Tenacious.

What we need from you:
Experience in a Desktop Support role within a busy IT Department.
The ability to develop positive relationships with a variety of people.
Customer focused.
Clear and confident written and verbal communication.
Experience using ITSM tools for incident management.
Experience troubleshooting software issues on OS X.
Setup and troubleshoot mobile devices, iOS and Android.
Experience troubleshooting hardware issues and replacing hardware on both desktops and laptops.

Benefits:
5 weeks holiday in addition to 8 public holidays (pro-rated for part time employees)
Holiday purchase scheme
Ad-hoc homeworking
Enhanced pay for maternity, paternity and adoption leave
Cycle 2 work scheme
Company Pension
Life Assurance
Employee bonus
Training & development
Recruitment referral scheme
PA Media Group awards
Employee Assistance Programme
Wellbeing Day

Inclusion
We’re working hard to ensure we provide an inclusive environment and as well as your skills and experience we’re also focused on who you are and what else you can bring. We recognise the importance of a healthy work life balance and positively encourage agile working. We are always open to discuss an individual’s flexible working needs so please speak to us during the recruitment process to understand what this could look like for you. We will do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

Why wait?
We will be considering candidates as they apply, so please do not delay in submitting your application as we may decide to close the advert early.