IT Technical Support

GENERAL SUMMARY:

Utilizing an array of technical and interpersonal skills the 2nd Line Infrastructure Support is primarily responsible for providing required support to business users. In addition to a proactive nature and the ability to learn and understand business needs, the position requires a proper understanding of IT and Communications, and their role in servicing an established and expanding business.

An intelligent, flexible person is required to join a small IT Support Team in supporting a cross section of users within a forward-looking healthcare distribution business. Current skills must include networking and server exposure and the competent use of Microsoft products. Experienced with AS400 and Citrix as well as exposure to Microsoft Server products Working experience in an international (multi-cultural) environment would be beneficial however of primary importance are common sense and flexibility in learning and retaining new skills. This is not a role for a clock-watcher! A full clean driving licence is essential and travel will be required within this role.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. To provide 2rd line support for all users via the internal Support Desk Logging System (ServiceNow) dealing with all kinds of issues including software and hardware, as well as network related issues.
2. Provide support for the internal telephone system (Avaya) this ranges from installing phones to setting up queues.
3. Maintain and support the structural aspect of the network by managing cabling, patching and hardware installations or movements
4. Involved in business related projects which fall to the support team and working with the Support Supervisor created and plan processes
5. Work closely with the UK IT Infrastructure Support Engineer to identify potential issues to the business and provide suitable automated solutions as and when required.
6. When necessary travel to UK sites with the possibility of overnight stays.
7. Flexibility – The Support Desk hours are 06:00 to 19:00 Mon to Friday you will be required to do Out of Hours Cover from 19:00 to 06:00, for which a team rota is in place.

Experience: MS Windows and Office administration experience is essential. Also essential is a minimum 5 years experience in a customer service or support role

Education: To ‘GCSE’ level or equivalent, including math and English. Preferably with IT related qualifications.

Specialized Knowledge and Skills: Extensive and varied IT related knowledge and customer service skills

Other: Most important is a proven ability to think and act proactively with strong interpersonal skills. As well as commitment, flexibility and self-motivation the role holder must be keen and ambitious to develop knowledge and skills. Fitting within and being part of an existing small team is essential.
List, if applicable, any licenses or accreditation required for this position.