IT 1st Line Support Technician

3 months ago

Job title: IT 1st Line Support Technician

Location: Portsmouth Naval Base

Reporting to: Group Head of IT Telecoms

Job Summary

To provide 1st Line IT Support for the company’s infrastructure and applications. Reporting to the Group Head of IT and supported by a remote 3rd Party Managed Services organisation for 2nd / 3rd Line support, you will help to ensure that the business computer users get an excellent and responsive IT Support service. You will also promote good practice and awareness of IT policies and procedures.

Responsibilities

  • Provide 1st line support to all users across the organisation, logging all Incidents and Service Requests accurately and resolving them in a timely fashion.
  • Supporting all company-owned technology including desktops, laptops, printers, software and mobile devices
  • Setting up new starters and issuing IT equipment
  • Triage Incident and Support requests and escalate to the appropriate 3rd party support function and oversee the resolution, keeping internal staff updated
  • Providing advice and guidance to staff on the use of IT systems and software, translating technical information into easily understood language
  • Installing, testing and configuring appropriate software and functions according to specifications
  • Maintaining general tidiness of the workplace in the interests of health and safety
  • Promote IT best practices and security awareness
  • Maintain asset registers for all IT Assets incl. telecoms  enabling the tracking of all IT assets
  • Managing returns of IT equipment and IT asset disposals  
  • Provide IT support on small projects and office/desk moves
  • Provide IT support for any internal or external events including setting up and testing equipment
  • Identify and research new technologies and improvement opportunities

Accountabilities

  • Diagnosing and troubleshooting software and hardware issues
  • Meeting Service Level Agreements for resolving first level IT issues
  • Resolution of IT Incidents and Support Requests
  • Compiling and maintaining IT Asset Management Logs
  • Lowering and managing first-level IT issues

Competencies

  1. Exceptional Customer Service ethos
  2. Excellent written and verbal communication skills
  3. Recognises the importance of frequent and clear communications
  4. Able to work as part of a Team
  5. Able to work under their own initiative and solve day-to-day problems
  6. Able to work under pressure to meet customer timelines
  7. Ability to Learn New Software and Hardware
  8. A passion for technology and personal development
  9. Friendly & Professional

Experience

  1. L1 support experience is preferred
  2. Service desk experience
  3. Experience in supporting a Microsoft environment with good knowledge of O365 suite and Azure 
  4. Analytical thinker who is able to apply a logical approach to incident resolution
  5. Previous experience working in an ITIL environment preferred
  6. Troubleshooting infrastructure and application issues
  7. Supporting systems through remote access

How to apply

Please send your CV and cover letter to hr@hythegroup.com

Application Form