IT Support Technicians

2 x IT Support Technicians
ST4814
Cardiff
Salary is £26,000per year
Permanent role
Full time.

The Role:

Reporting to the IT Team Leader you will join our existing Support team, providing assistance to users of our IT Systems. You will provide first and second line support to our clients, who make contact with our support team primarily via an internal help desk, but also via email, and telephone.

Dealing with a varied level of IT user, from novices through to technical administrators, you will take initial enquiries and lead them through to a successful resolution, working with other members of staff in the server and development teams. Enquiries will relate to our case management system, Microsoft products, networking, telephones, and hardware.

Having a good team ethic is a must. The individual will have sound organisational and time management skills.

Responsibilities:

• Providing 1st and 2nd line ICT support.
• Assisting in IT Department projects.
• Maintaining the firm’s asset management system.
• Answering telephone calls made to the ICT helpdesk. Whenever possible providing solutions over the telephone or via remote desktop, or if necessary visiting the user’s workstation, or asking an alternative member of the support team to assist.
• Provide ICT support quickly and efficiently. Keeping users informed of any problems that may delay the provision of a solution.
• Support for the following applications:
o Windows 7
o Microsoft Office 2010
o Outlook / Exchange
o HP Autonomy Document Management System
o Visual Files Case Management System
• Ensure all users are able to use ICT equipment and if necessary provide training.
• Installation of programs and customising of software to suit a user’s needs.
• Setting up of ICT hardware, including PC’s, printers, scanners, mobile devices and any other relevant equipment.
• Assisting in office moves.
• Provide support to colleagues in the team to maintain telephone handsets and the telephone network in Cardiff office.

Education/Skills/attributes required:

Skills & Qualifications
• A high level of IT literacy, be fully conversant in Office 2007 and have knowledge of Office 2010 applications. Be able to demonstrate experience working with various computing platforms and applications.
• Excellent communication coupled with the ability to be well organised.
• A professional approach whilst dealing with any support issues.
• Be able to prioritise user problems dependent on urgency.
• GCSE Maths & English.
• Beneficial but not essential computing qualification GCSE or higher.
• Beneficial but not essential any Microsoft Certified Professional qualifications.

Competencies
• Desire to learn new skills and formalise training.
• A thorough understanding of a strong team and its benefits.
• Ability to communicate effectively and appropriately with other staff; confident and comfortable operating in a complex multi-stakeholder environment.
• Excellent organisation skills.
• Flexibility with regards to hour.
• Professional in attitude and able to work under pressure.
• Self motivated with a high level of initiative and persistence.