First Line IT Support Technician

☞ Gripple

View: 104

Update day: 30-05-2024

Location: Sheffield Yorkshire and the Humber

Category: Civil / Construction Information Technology Production / Operation Maintenance

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Job content

At Gripple Ltd, an employee-owned and B Corp™ certified company and MX Awards Manufacturer of the Year 2022, we design, manufacture, and sell innovative, patented products for the construction, agriculture, solar and infrastructure markets.

We are now looking to recruit a first line IT support technician to join the IT team. As a visible and accessible point of contact for our internal customers, we are looking for someone with a can-do attitude and an aptitude for working in a customer-facing environment.

This role would suit an experienced support technician aspiring to develop their skills into more advanced support roles in the future, in a fast-paced manufacturing business entering an exciting period of digital transformation.

The role
Based at the Sheffield head office, you will be reporting to and working with the helpdesk team leader to support eight sites across Sheffield and Rotherham. As part of a multi-discipline local team of 14 and a global team of 20 spanning three continents, you will be involved in providing vital first line support to company employees on all IT-related issues.

Other key responsibilities will include:
  • monitoring helpdesk unassigned queue and utilising own initiative to take ownership of incidents and requests through to successful resolution within agreed SLAs
  • owning your ticket queue and providing regular feedback to requestor and escalating helpdesk tickets as required to other members of the IT team
  • providing technical support, answering support queries either onsite, via phone, email or instant message in accordance with ITIL best practices
  • diagnosing and resolving technical faults both locally and using remote assistance tools such as LogMeIn or TeamViewer
  • recording and resolving issues detected by the proactive infrastructure monitoring system
  • onboarding and offboarding employees as per documented new starter and leaver processes
  • performing operating system deployment to agreed configuration standard
  • maintaining database of IT assets and updating as appropriate
  • troubleshooting issues in the business ERP system and escalating to support partners as appropriate
  • performing data export and import from the business ERP system utilising SQL
  • managing workload to maintain services in line with agreed SLAs and KPIs
  • following documented standard operating procedures to complete tasks as such required
  • ordering, deploying and supporting company mobile phones (iOS and Android)
  • helping ensure that all endpoints are patched and compliant with agreed standard
  • initiating, writing and developing IT documentation to the agreed standard
  • attending internal and external training courses when required
  • travelling between Sheffield sites to carry out IT support

Working hours
Mon-Fri 8.30am-5.00pm.
The Company operates a flexible working policy, with office hours of 7.00am-7.00pm Monday-Friday.

What you will need
To be considered for an interview, you must have a passion for computing and new technologies as they emerge. You will need to manage your own workload as delegated through the helpdesk, but also be proactive in identifying and owning those tickets that fit with your skillsets and experience. Working well both independently and as part of a team, you will be a problem solver and trouble shooter at heart, able to bring to bear a structured approach with good diagnostic and logical abilities. You must also possess:
  • excellent communication and telephone skills
  • willingness to learn, develop and succeed
  • capability to work under own initiative
  • innovative approach with a pro-active mindset
  • previous experience within an IT support role
  • a full driving licence

Key technical skills:
  • Microsoft Windows 10/11 administration and troubleshooting
  • Confident with Active Directory / Azure Active Directory administration
  • Experience in Microsoft Office 365 administration
  • Prior operating system deployment using WDS
  • Execution of SQL queries to perform data exports and bulk data import
  • PC/laptop/printer hardware skills (upgrades, repair, replacement)

Desirable technical skills (not essential)
  • Microsoft Exchange Online user administration
  • Local and inter-site networking principles (switches / routers / firewalls / VLANs / subnetting)
  • Awareness of good cyber security hygiene including the use of multi-factor authentication, endpoint protection technologies, email security and device encryption
  • Phone system support (Mitel)
  • Configuration management utilising Microsoft Intune
  • Exposure to Microsoft SQL Server

Desirable certifications (not essential)
  • ITIL 4 Foundation Certification
  • CompTIA A+
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • CompTIA Network+

What we will offer in return
We recognise every individual as a unique person with their own special contribution to make. We work hard to make sure our people are happy and healthy, with a good work/life balance, and generously rewarded for their time, energy and commitment. We therefore offer:
  • competitive salary
  • share ownership scheme
  • excellent initial and ongoing training and support and global opportunities to develop
  • flexible working hours
  • generous holiday entitlement
  • life assurance
  • private individual health care
  • permanent health insurance scheme
  • Paycare health plan
  • non-contributory 15% pension scheme
  • enhanced family policy
  • gym membership
Lots of our people work flexibly in different ways, including part-time. We cant promise to give you exactly what you want, but please talk to us about the flexibility you need and lets see how we can make it work.

Why choose Gripple?
As an employee-owned company, our people are front and centre. You can therefore expect to see:
  • Commitment to core values and behaviours, AKA the Gripple Spirit
  • Work-life balance
  • Career development
  • Exceptional benefits
  • Unique working environment
  • Commitment to net zero in 2030

Gripple Careers Own it. We do!

Deadline for applications: Friday 19th January 2024


Equal employment opportunity
We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued with a sense of belonging. If there are any adjustments that would help your experience with Gripple, please let us know when you apply.

Whilst not mandatory, your completion of the applicant ethnic monitoring form will help us monitor and encourage equality and diversity. The information you provide will be anonymous and kept both confidential and separate to your application.

A polite note for recruitment agencies: We do not accept applicants from recruitment agencies. If we do need support, we will be in touch!

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Deadline: 14-07-2024

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