First Line IT Support Technician

Job content

Job Description

Job Title:1st Line IT Support Technician

Reference: SUS3312

Salary: Grade E: £22,389 per annum

Hours:37.5 per week

Contract: Permanent

Base:Home working or nearest Sustrans offices with semi-regular travel to Bristol where required.

Purpose of Job:

To provide 1st line IT support to Sustrans staff, logging tickets and resolving common technical issues affecting staff and systems. To help deliver a customer-focussed IT helpdesk service to the organisation within agreed SLAs and meeting relevant KPIs. To work with the IT support manager and the rest of the IT team to ensure issues are resolved in a timely manner or escalated where necessary.

Place in Organisation Structure:

The post-holder will report to the IT Support Manager.

Key Relationships:

Internal: IT Support Manager

Other members of the IT & Systems Team, Sustrans colleagues across the organisation

External: Suppliers and service providers

Key Responsibilities:

1. To work with the IT support manager and the rest of the IT support team to deliver an efficient, customer-focussed IT helpdesk service within agreed SLAs and meeting or exceeding relevant KPIs.

2. To respond to incoming requests for IT support by phone, e-mail or face-to-face within an agreed timeframe and in a polite and helpful manner.

3. To accurately log tickets using the IT helpdesk ticketing system.

4. To maintain ticket queues using prioritisation and time-management in order to ensure tickets are dealt in an efficient and timely manner.

5. To identify and diagnose software and hardware problems with desktops, laptops and network hardware.

6. To assess whether common problems can be fixed by the support technician at the point of contact or within a reasonable time-frame, or whether they need to be escalated.

7. To provide assistance to staff at regional offices via telephone support and using remote control tools.

8. To investigate and research complex issues using internal or web-based information resources.

9. To assess and escalate complex issues to the 2nd line support technicians or external parties if required, ensuring complete and accurate information is gathered and recorded in the ticketing system.

10. To pro-actively undertake common systems administration tasks on Windows desktops and laptops to ensure performance is maintained.

11. To accurately add and update user and computer information in Active Directory, including the administration of accounts for new starters and leavers.

12. To manage access to files and folder for users, granting or refusing access in accordance with IT security policy and with appropriate authorisation from folder managers.

13. To provide advice and guidance on the use of IT systems to Sustrans staff at all levels.

14. To create and update technical and user documentation as required, including ‘how-to’ guides for common IT tasks.

15. To purchase hardware and software as authorised by the IT support manager and the appropriate budget holder.

16. To install and configure non-standard software as authorised by the IT support manager or head of IT.

17. To undertake basic administration of network hardware according to procedures and under the supervision of 2nd line support technicians.

18. To carry out basic installation and maintenance tasks on fixed line and mobile telecommunications systems.

19. To build and configure mobile devices for Sustrans staff.

20. To install and configure the Sustrans-specific Windows build on all new and existing laptops and desktops.

21. To create and update asset records to keep track of Sustrans laptop, desktops, mobile devices, SIM cards and other hardware items.

22. To assist 2nd line support technicians and the IT support manager with specific areas of IT security including backups, patching and anti-virus.

23. To assist 2nd line support technicians during regional office visits as required.

24. To process incoming invoices to ensure that purchases of IT hardware or software are charged to the correct department or project cost-code.

25. To promote the effective use of IT within Sustrans through education around best-practice.

Communication and marketing

26. To support and comply with the charity’s guidance on branding, tone of voice and key messages, positively contributing towards raising Sustrans’ profile.

Training and personal development:

27. To attend essential Sustrans training as required by the Charity.

28. To ensure own personal development by working to objectives set as part of the Charity’s appraisal process.

Health & Safety, Safeguarding and Equality, Diversity and Inclusion:

29. To support and comply with the organisation’s policy for the management of Health and Safety.

30. To support and comply with the organisation’s policies for the management of safeguarding.

31. To support and comply with the organisation’s policy and procedures relating to Equality, Diversity and Inclusion and apply principles of best practice in own role.

Other

32. To perform any other duties consistent with the nature and grade of the role as agreed with the line manager.

Working Conditions:

The post-holder will live close to the Bristol office base and be prepared to travel to offices across the UK occasionally as required. Overnight stays away from home will be necessary when visiting offices. Occasional weekend and late working may be required with time off in lieu. The post-holder must be prepared to walk, cycle or use public transport for the majority of work journeys.

Special Note:

This job description does not form part of the contract of employment, but indicates how that contract should be performed. The job description may be subject to amendment in the light of experience and in consultation with the jobholder.

Personal Specification:

CriteriaEssential

Experience

• Experience in similar role involving IT support or a helpdesk environment, including fault diagnosis, information gathering and ticket management.
• Prior experience of ticketing systems.
• Experience working towards KPI and SLAs.
• Windows 7 and 10 desktop support and basic Active Directory management tasks.

Skills and abilities

• Excellent verbal and written communication skills.
• Excellent problem analysis and trouble-shooting skills.
• Good time management and ability to prioritise work efficiently.
• Ability to remain calm under pressure.
• Ability to communicate clearly with both IT and non-IT members of staff.

Knowledge

• Trouble-shooting common problems in Windows 7 and 10.
• MS Office 2013 and similar software packages (as a user as well as an administrator).
• Exposure to basic networking technologies such as TCP/IP, Active Directory and associated Internet technologies.
• Understanding of the importance of managing and prioritising tickets to meet organisational needs.

Other

• Willingness to acknowledge and adhere to the ideals of the organisation.

CriteriaDesirable

Qualifications, education and training

• Training towards professional qualifications such as MCP, MCSA, MCSE, CCNA, ITIL or similar.

Experience

• Installation and configuration of Windows 7 or 10.
• Workstation, laptop and mobile device hardware fault diagnosis and resolution.
• Exposure to Windows Server 2008 and above.
• Exposure to anti-virus, encryption and security products such as Sophos, Symantec and others.
• Experience of Sustrans infrastructure, IT systems and custom processes.

Other

• Committed to the ideals of the organisation

Reference ID: SUS3312

Job Types: Full-time, Permanent

Salary: £22,389.00 per year

Benefits:

• Work from home

Schedule:

• Monday to Friday

Work remotely:

• Yes