Level 1 - 2 It Support Technician

About the role

We are looking for an IT administrator who has the passion, curiosity and readiness to embrace new challenges. An innovative and vibrant individual who is willing to challenge the status-quo and help the business operations deliver its strategic goals and customer outcomes.

You must have a multiskilled exposure with broad generalist experience in a similar role to provide server and systems administrative support, whilst providing a high level of user support through the provision of prompt incident and problem oversight. You will be supporting the Operations Management team with CRM maintenance, reporting, data management and daily file transfers, uploading daily placement files associated to operations. Additionally, maintenance scheduling systems, internal phone lines, dialler management and internet connections, all digital solutions are the responsibility of the IT department.

This is a fast paced, challenging environment where you have the opportunity to work with a variety of systems and people, therefore we seek a solution focused, outcome driven person to join our team. This role will be responsible for assisting with solving complex technical business problems and must have the aptitude to drive innovation and automations where possible. 

The core function of your role is to maintain system integrity, resolve technical issues, and ensure the seamless operation of the call centre is maintained. 

Core Responsibilities:

• Provide end-to-end user support, swiftly resolving technical issues to Service Level Agreements.
• Manage and maintain client daily placement files and output files.
• Ensure the daily activity for outbound calls and calling lists are loaded into the dialler platform.
• Support operations with daily activity reporting and other business reports.
• Setting up technology and onboarding new users for blended environment and other tools required to execute their roles. 
• Troubleshoot Microsoft server technologies, including Active Directory, DHCP, DNS, and Docker.
• Implement robust security measures to safeguard information and applications while ensuring authentication services are robust.
• Document standard operating procedures and policies to ensure clarity and consistency across operations.
• Contributing to network optimisations for enhanced performance and security
• Ensure that day-to-day administrative activities are undertaken to maintain local servers in a fully operational and stable state.
• Review and maintain efficient and effective backup procedures to enable the provision of successful and accurate backups so that any data can be restored quickly and efficiently.
• Under management, install and configure new hardware and software.
• Actively participate in hazard identification activities, including Risk Assessments
• Using troubleshooting tools and techniques to diagnose and implement control actions as necessary to ensure network availability.
• Testing, implementing, monitoring and tuning IT systems to ensure optimum performance and highlight potential issues.

Personal Attributes and technical qualifications:

• Flexible, willing to learn, tenacious and committed.
• Excellent communication and interpersonal skills
• Possess a genuine interest in furthering your skills.
• Experience in desktop support of standard operating systems, back-office applications and Microsoft Office
• Patch management, desktop deployment, backup and restore.
• Troubleshooting problems in a Windows environment
  -Windows 10/11
  -Windows Server 2019
  Knowledge of Active Directory
  Knowledge of Microsoft Products
  Knowledge of VMWare products
  Knowledge of Dialer systems
  Knowledge of IT ticketing systems
  Knowledge of IT inventory systems
  Basic networking/firewall knowledge
  VPN
• Certification highly regarded in the following fields:
• Microsoft (Exchange, Windows Server, Azure, 365, Windows desktop)
• Virtualisation
• Networking
• Storage
• Ability to contribute and work effectively as part of a team and work autonomously where required.
• Excellent problem-solving skills.
• Possess a cheerful and friendly disposition that is maintained under pressure.