IT Support Officer

Reporting to the Head of IT, the IT Officer will be responsible for first line support and will sometimes help with 2nd line. You will be responsible for ensuring that PCs are deployed to specification as well as fault troubleshooting throughout the IT provision. Using the IT Helpdesk ticketing system, you will provide support to the end users and troubleshoot the specialist software that they use. You will also support other IT team members with the IT procurement, maintaining the network and resolving more complex IT problems. The role is ideally suited to someone with a keen enthusiasm for Information Technology with previous experience working in a technical or support role.

Responsibilities:

• Provide front line end user support including hardware, software and computer management

• Respond to and resolve incidents and service requests in timely manner using the helpdesk / ticketing system

• Ensure new computers are correctly integrated to the network with the correct security baseline

• On-board new staff and perform IT induction

• Ensure asset information is kept up to date

• Manage and troubleshoot a range of workstations (Windows and Linux)

• Install and support a range of applications specific to the different areas of the business

• Work with end users to assist with self-solving problems, or provide guidance for remote problem solving

• Provide audio-visual support to meetings

• Help managing and maintaining the Microsoft 365 environment including Entra, Intune and Defender.

• Assist with the support and management of a range of virtualised servers on Azure (Linux and Windows)

• Assist with the support and management of the network equipment

• Support IT security procedures and measures to ensure the cyber integrity of the company and its IP

• Support the development of good practice in the management of data

• Escalate any issues with 3rd party suppliers as and when necessary

• Undertake ordering for IT consumables and other relevant purchasing

• Advise on the specification of server configuration standards and desktop computers

• Carry out technical appraisals of system requirements, drafting specifications to support quotation or tendering processes as required and evaluating options.

• Provide documentation, help guides, news and information regarding IT as required

• Identify areas of process improvement which could enhance IT service provision within the Company

• Stay up to date with IT best practice

• Engage in relevant training, attending courses and sharing knowledge as appropriate

• Assist with training other IT staff members by transferring their own knowledge

Essential skills and experience:

• Educated to degree level (or equivalent experience) with relevant work experience in a customer focused IT support role.

• Demonstrable knowledge and troubleshooting skills of various operating systems (Windows and Linux)

• Understanding of network essentials: TCP/IP, switching, VLAN’s, routing.

• Understanding of wireless networking in an enterprise environment.

• Good knowledge of IT security requirements.

• Proactive and focused can-do approach with the ability to organise own work to meet tight deadlines.

• Strong interpersonal skills, and an ability to explain complicated IT issues to non-technical staff members.

• A desire to expand the scope of their IT knowledge through working with new aspects of computing.
  
  

Desirable skills and experience:

• Experience of working with Microsoft 365 Entra, Intune, Defender

• Experience of working with ITIL and Cyber Essentials

• Experience in the administration and maintenance of Linux server operating systems (eg. LAMP)

• Experience with cloud virtualisation (Azure).