IT Support Specialist - Digital, ITIL, 1st & 2nd Line Support

Morgan Spencer ,
London, Greater London
More Details

Overview

IT Support Specialist – Digital, ITIL, 1st & 2nd Line Support West London £30,000 - £36,000 per annum (pro-rata) 1 Year Fixed-term contract Purpose of the role: To provide technical support to client users and stakeholders and look after our network and infrastructure in collaboration with our external IT support provider. The post holder will lead the development, implementation and roll out of a hybrid of DevOps and ITIL Change Management structure – taking relevant best practice from both – that will enable client to deliver large scale organisation-wide technological change to drive forward clients strategic ambition to become an agile, digital, data driven organisation. Main responsibilities and duties: 50% of the role will be to - Provide 1st and 2nd line support for users - including logging, prioritising and resolution. Proactively identify issues, cause(s) and resolution – e.g. interruptions in service, server downtime etc. with support from our IT support provider where necessary. Setting up, managing and maintaining users and devices and providing on-site and remote user support – including remote access through clients VPN and providing assistance to the Facilities Team when setting up rooms for courses and meetings. Overseeing and monitoring server and network infrastructure, checking daily backup, virus protection etc. Running network diagnostics and resolving network related issues, undertaking server configuration, monitoring and administration – including implementing new deployments and maintaining existing environments. The other 50% of the role will be – Working collaboratively with our IT support provider to identify, plan and implement relevant changes to the network and infrastructure and assist the provider with server maintenance and patching. Assisting the Head of Digital & IT and the Systems Implementation Specialist with Digital and IT projects, roll out and user adoption and manage designated projects as Project Manager with support from the Project Sponsor. Developing organisation-wide standards, guidelines and best practice for product development, digital and IT change using relevant methodologies and best practice from DevOps and ITIL Change Management. Experience required: - Advanced level technical skills and knowledge, strong 1st and 2nd line support and be experienced in managing and supporting networks and IT infrastructures – including supporting LANs, TCP/IP, DHCP, DNS, VPN and Switches/Routers and Firewalls - Experience with the following technologies: Active Directory, Group Policies, Microsoft Exchange, Microsoft Office, Windows 7/8/10, SLQ, CRM databases and CMS platforms - The ability to troubleshoot, identify issues and reach a resolution in a timely manner, be able to manage your time, prioritise and meet deadlines - Experience in managing it security issues, identifying and responding to potential and existing threats - Strong leadership skills and be able to take others on the journey with you - Must have strong problem solving skills and be able to demonstrate creativity, innovation and a solutions focus - Experience of supporting ligital and IT change projects - Experience of being resourceful in delivering positive technological change with limited budgets Desirable experience: - MCP or MCSE qualified - An understanding of DevOps and ITIL Change Management and the benefits to organisations and their operations - Project Management experience – Prince2 and Agile methodologies

People also viewed