Job Description
The IT Support Technician is responsible for providing technical assistance and support to internal users within the organization. This role involves resolving hardware and software issues, assisting with network troubleshooting, and ensuring smooth IT operations. The IT Support Technician will deliver prompt and reliable support to enhance overall productivity and user satisfaction.
The job responsibilities of an IT Support Technician include:
- Provide first-line technical support to end-users via various communication channels, including in-person, phone, email, and remote assistance.
- Diagnose and resolve hardware and software problems related to desktops, laptops, printers, and other IT equipment.
- Install, configure, and maintain operating systems, software applications, and peripheral devices.
- Assist in setting up and configuring user accounts, permissions, and access rights.
- Troubleshoot network connectivity issues, both wired and wireless, and escalate complex network problems to the appropriate team.
- Respond to and resolve support tickets within defined service level agreements (SLAs).
- Conduct system and software upgrades, as well as regular maintenance tasks to ensure optimal system performance.
- Collaborate with other IT team members to resolve complex technical issues and ensure smooth IT operations.
- Educate end-users on basic IT procedures and best practices to enhance their computer literacy and minimize recurring issues.
- Participate in IT projects, including hardware and software rollouts and system upgrades.
- Support the implementation and maintenance of IT security protocols and policies to safeguard the organization’s data and systems.
- Provide occasional after-hours and on-call support, as required, to address critical IT issues and emergencies.
Qualifications and Requirements:
– Proven experience as an IT Support Technician or in a similar technical support role.
– Strong technical knowledge of Windows and macOS operating systems, hardware, and software applications.
– Familiarity with Microsoft Office suite, email systems, and troubleshooting common software-related issues.
– Basic understanding of network fundamentals, including TCP/IP, DNS, DHCP, and LAN/WAN concepts.
– Excellent problem-solving skills and the ability to diagnose and resolve technical issues effectively.
– Strong communication and interpersonal skills to interact with end-users and team members professionally.
– Familiarity with ITIL practices and ticketing systems is a plus.
The IT Support Technician plays a crucial role in ensuring the smooth functioning of IT systems and contributes significantly to the overall efficiency and productivity of the organization.
where the job sits on the hierarchy chart referred to above:
the person holding this role will be directly reporting to Systems Support Officer. Salary for the vacancy is £25500.00 per annum.
