IT Support Technician – Heysham/Liverpool, + Home

Additionally, the IT Support Specialist will be tasked with maintaining a helpdesk system, ensuring that all support requests are accurately tracked, prioritized, and documented. This role will also involve delegating complex technical issues to 2nd and 3rd tier support teams when necessary, while ensuring effective communication and resolution for end-users.

Responsibilities:

1. Provide daily operations and systems support to personnel, ensuring smooth and uninterrupted IT services.
2. Assist employees with the installation, configuration, and ongoing usability of system hardware and software components.
3. Track, prioritize, and document IT support requests using the designated IT support request system.
4. Verify the functionality of hardware and software components, identifying and addressing potential issues promptly.
5. Troubleshoot hardware and software issues in person, remotely, and via phone, delivering effective solutions to technical challenges.
6. Participate in ongoing job training and coaching to stay up-to-date with evolving technologies and best practices.
7. Adhere to Health and Safety regulations to promote a secure working environment for all employees.
8. Foster and maintain positive working relationships with colleagues, contributing to a collaborative and supportive team environment.
9. Ensure compliance with company policies, including Equal Opportunities Policy, Harassment Policy, Health and Safety Policy, and Training Policy.
10. Collaborate with cross-functional teams to implement, maintain, and improve IT infrastructure and systems.
11. Maintain a helpdesk system, ensuring accurate tracking, prioritization, and documentation of support requests.
12. Delegate complex technical issues to 2nd and 3rd tier support teams, facilitating efficient resolution and communication.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Demonstrated working knowledge of local area networks, including management of servers, VMs, clients, switches, routers, firewalls, and smartphones.
• Proficiency in Microsoft Office 365 and Microsoft Azure services.
• Strong problem-solving skills with the ability to diagnose and resolve hardware and software issues efficiently.
• Excellent communication skills, both written and verbal, to provide effective technical support to personnel.
• Proven ability to work independently and collaboratively in a fast-paced environment.
• Strong working knowledge of Windows servers, Active Directory (AD), DHCP, and DNS.
• Attention to detail and a commitment to delivering high-quality support services.
• Ability to adapt to changing technologies and learn new tools quickly.
• Certifications such as CompTIA A+, CompTIA Network+, and Microsoft certifications are a plus.

Additional Information: This is a Full-Time position. The IT Support Specialist may be required to work occasional evenings, weekends, or provide on-call support as needed. The position offers the opportunity to contribute to the growth and efficiency of the company's IT operations while fostering a positive working environment.

If you are a motivated IT professional with a passion for problem-solving and a dedication to providing top-notch technical support, we encourage you to apply.

Our client is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and experiences.