IT Support Technician

WYG ,
Maidstone, Kent
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Overview

IT Support Technician - FTC Opportunity for an IT Support Technician ( 2nd Line support) to join our team based in our Head office in Leeds. Reporting to the UK IT Manager the successful candidate will possess strong People Skills, Windows, Active Directory, Office 365, networking and Incident Management skills. You will also be expected to be a good "all-rounder" with experience of resolving issues on different types of device. Experience of supporting VMware Horizon environments will be advantageous. You will be keen to adhere to process and procedure. Effective triage/workload/time-management and great customer service skills are essential for this role. Key Accountabilities Providing customer support and help on all IT related queries Logging of all IT request into the WYG IT Service Desk Tool from emails and telephone calls Excellent troubleshooting skills Investigate, monitor and resolve any Incidents/Service Requests assigned to you. Prioritising and Managing workload effectively, managing several open Incidents/Problems Updating user and asset information within the service desk tool Keeping users informed on status and progress of requests Prioritise & categorise requests in accordance with working procedures Maintaining call information within the service desk tool Undertake Monthly Office Visits Throughout the UK Monitoring and escalating calls in accordance with service levels Provide support during system outages Log calls and liaise with external suppliers Good team skills are required, particularly in communicating and supporting other team members Be able to communicate with people at all levels and technical ability Compliance with IT Procedures. Keep up to date with IT developments to improve client service. Take part in the rota for out of hours support as required. Participate in approved IT related projects as directed. Carry out any other reasonable tasks as when it is required by the business. Follow the IT software license procedure. Contribute and keep up to date documentation for IT Service Desk procedures. Contribute technical information and know-how to the IT knowledge base. Take and record calls/emails (Incidents and Service Requests) on the IT service desk system, Work with a variety of Business and Technical teams to enhance service Information Security awareness Knowledge of current Anti-Virus software and the effects that viruses may have Skills A-Levels or equivalent IT Related qualifications desired Accreditations in any Microsoft technology especially MCP would be useful Awareness of ITIL Framework This is a standard 37½ hr working week providing support across business hours 8:00am to 5:30pm Mon – Fri. However, an element of flexibility will be required for occasional out of hours work. About WYG At WYG we develop, design and deliver interdisciplinary projects that support a sustainable future; from technical solutions to complex challenges. Our teams connect across a project lifecycle, creating tailored programmes that address client needs and manage risk. We work alongside clients to develop their strategies and plans providing the services they need to unlock opportunities. We design for outcomes that realise value for clients and make a difference in communities From single projects to large-scale programmes of work we deliver against our client’s objectives and are adept at working in complicated or highly regulated environments WYG is now part of the Tetra Tech group, a leading provider of consulting, engineering, programme management, construction management, and technical services. As part of the Tetra Tech team – 20,000 people in over 450 global locations – we can achieve more for our clients, through a wider alliance of services and industry expertise across our markets. Benefits 25 Days Annual Leave Bank Holidays Birthday Day Off Cycle to Work Scheme Company Pension Scheme Competitive Salary Great Training & Development Opportunities Employee Elected Benefits Rail Season Ticket Loans Microsoft Office 365 License for home use Opportunities for work travel Exposure to new technologies This job was originally posted as www.totaljobs.com/job/89895265

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