IT Trainer and 1st/2nd line support

Job content

Job Description

Job Description

Job Role

Your role will be to provide technical support and training to all our employees.

You will handle first and second line support from receipt to resolution across all the business information technology.

You will be responsible for, develop and deliver training on process and IT systems.You will develop local system expertise in the business to minimise the number of tickets or issues reaching the IT helpdesk..

Where you are unable to resolve issues, you will manage the escalation to 3rd line support for the above, by liaising with employees, service providers and IT specialists and mange the issues till resolution.

You will be able to talk staff & clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues.

You will be responsible for the management of IT assets.

Role And Responsibilities.

Maintain, monitor, and provide first and second line issue resolution of information technology and computer systems, including servers, network infrastructure, telephony, and mobile devices. Installation and configuring telecoms hardware, operating systems, and applications.

Lead on IT training in the company, creating and searching for the most efficient and effective way of delivering training and evaluating the success of the training.

Plan system software and application updates.

Assist and lead on IT projects to support business operations

Talking staff & clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues

Be the procedural lead on IT systems, providing documentation to support staff.

Training existing staff and new staff on IT systems and procedures.

Monitor IT systems to ensure compliance with IT policy, raising issues to management as and when they occur.

Troubleshooting system and network problems and diagnosing and solving hardware or software faults

IT procurement and deployment and the maintenance of IT audit records of current IT hardware.

Maintain IT assets and ensure they remain up to date and fit for purpose. Prepare costed proposals for upgrades and replacements as required.

Setting up new users’ accounts and profiles and dealing with password issues

Support Senior management in the development of an IT strategy for the business.

Work with and manage service providers and other vendors to ensure delivery of contracted services.

Provide management reports on service level agreements

Flag future developments in technology that could improve business efficiencies in using technology.

Skills

Requirements

Have a good working knowledge of current technologies and developments, a record of implementing technology changes.

A working knowledge of CRM systems, ZOHO is preferable

Ability to train people in IT systems exploiting a number of platforms to do so.

Experience

working with and supporting Microsoft networks, operating systems and applications.

Knowledge

and experience of current data and telephony services.

Ability and experience to manage and negotiate technology and support contracts

Good project management skills.

The ability to work at all levels of the business to deliver IT requirements

Working continuously on a task until completion

Prioritising and managing several open cases at any given time

Additional

• The role will involve some travel nationwide and may involve overnight stays in lodgings.
  

Benefits

Job Type

: Full-time, Permanent

Salary: £24,000.00-£28,000.00 per year

Bonus on performance

Requirements

Skills

Have a good working knowledge of current technologies and developments, a record of implementing technology changes. A working knowledge of CRM systems, ZOHO is preferable Ability to train people in IT systems exploiting a number of platforms to do so. Experience working with and supporting Microsoft networks, operating systems and applications. Knowledge and experience of current data and telephony services. Ability and experience to manage and negotiate technology and support contracts Good project management skills. The ability to work at all levels of the business to deliver IT requirements Working continuously on a task until completion Prioritising and managing several open cases at any given time Additional:

• The role will involve some travel nationwide and may involve overnight stays in lodgings.