Vision Track Senior IT Technical Support

Job content

Overview: To support the Vision Track business in the Insurance Tech Industry. M-Powered is looking for technical support staff to help facilitate smooth running of the IT operation. The individual will be a service orientated team player with Azure Admin and Security related experience. A strong understanding of IT Service provision and end user Support.

Our IT systems are the backbone of our business and are essential to get our customers back to normal as quickly as possible. This role is critical in supporting those systems, responsible for managing support of 2nd and some 3rd line incidents, requests and problems reported into the IT helpdesk, ensuring all tickets are actioned according to priority.

Responsibilities:

• Efficient and professional management of support tickets and call queue, providing monthly KPI reporting.
• Experience utilising ITSM support tools ie ServiceNow or equivalent
• Ensuring senior management are aware of all challenges or trends in the IT department
• Engage with internal users to resolve support issues and ensure appropriate service levels are met.
• Liaise with management, developers, DevOps and business staff to identify problems and apply fixes in a controlled manner.
• Microsoft Server versions 2012r2 - 2019 and integrated services such as Group Policy Management, Active Directory, DNS, DHCP, folder security and printer management
• Microsoft 365, including Azure AD, Exchange Online, OneDrive, SharePoint, Teams and Intune
• Other cloud services including G Suite.
• Network protocols & principles, including TCP/IP, IPv4, IPv6, LANs, WANs, VLANs, VPN and WIF security.
• Routers, firewalls, switches & WIFI devices.
• Deployment and management of Microsoft Operating systems (SCCM, GPO, Powershell, InTune)
• Microsoft Windows 7, 8, 10, Apple IOS
• Microsoft Office applications including Microsoft Office 2013 - 2019 Office 365
• Mobile Device Management solutions (including and Meraki, Lightspeed and InTune)
• Work closely with the VisionTrack and M-powered teams to identify opportunities for self-serve system administration.
• Following agreed procedures in handling and communicating system outages, investigating issues and other requests for support. Determine appropriate actions to take to include root cause analysis and resolution.
• Liaise with 3rd party service providers and sourcing partners to ensure changes released and incidents impacting service are resolved in line with process and resolution targets.
• Provide input to and manage projects as required alongside business as usual tasks.
• Using application management software and tools to collect agreed performance statistics.
• Ensuring all work is carried out and documented in accordance with required standards, methods and procedures.
• Assist with delivery of operational security activities

Qualifications: The following list of skills exemplifies the type of technologies required for the role., specific experience is necessary and applicants should demonstrate a strong general grasp of the technologies and a desire to quickly acquire new technical skills.

Essential skills

• Good interpersonal skills and strong customer focus.
• Excellent verbal and written communication skills.
• Proven ability to implement and manage processes.
• Excellent documentation skills.
• Logical and methodical approach with good attention to detail.
• Able to work effectively on many different tasks at the same time.
• Adhere to Data Protection Regulations.
• ServiceNow support or equivalent.
• ITIL Awareness

Desirable skills

• Competent with Azure, configuration, deploying, migrating.
• Azure Microsoft exchange
• Microsoft office 365 suite
• Remote desktop tools

• Technical knowledge of security systems

• Knowledge of security architecture and principles

• An understanding of compliance standards (GDPR, PCI DSS, ISO27001, Cyber Essentials, etc.)

Location: Chapman Way,Unit 2,High Brooms Industrial Estate, Royal Tunbridge Wells TN2

Job Types: Full-time, Permanent