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IT Support Specialist

IT Support Specialist

  • Location

    City of London, London

  • Sector:

    Technology

  • Job type:

    Contract

  • Salary:

    £130.00 - £150.00 per day

  • Contact:

    Luke Steggle

  • Contact email:

    lsteggle@venquis.com

  • Salary high:

    150

  • Salary low:

    130

  • Job ref:

    BBBH8885_1551095629

  • Published:

    seit 4 Monaten

  • Duration:

    3 Months

  • Expiry date:

    2019-02-26

  • Startdate:

    ASAP

  • Consultant:

    #


Specification


Job Title:

IT Support Specialist

Location:

Central London

Reporting to:

IT Infrastructure service & Support Manager


Term:

Full Time

Normal hours:

Mon - Fri 7:30am - 5:00pm, 8:30am -6:00pm (and other times outside of this as required)

Travel Required:

15% Within Region (EU, APAC, US)


Role Purpose



To support the SR Group user base, ensuring the reliability of all IT supplied services during core hours and maximising system availability at all other times in order to enable the entire user community to take full advantage of all IT supplied services.


Role Requirements

  • Coordinate professional and timely responses to IT issues and requests acting as 2nd tier support by using initiative to provide business solutions, ensuring effective communication of status and progress to all customers in line with agreed SLA's
  • Act as an escalation point for 1st tier support staff for issues and requests related to IT supplied services
  • Take accountability for problem management and resolution and ensure clear escalation to external suppliers and the IT Management Team where required
  • Carry out necessary admin tasks to ensure continued reliable operation of all IT systems
  • Assist in developing procedures for continuous improvement of processes and ensure all processes are documented and accessible
  • Provide and continually review documentation to aid internal users in understanding the technologies that they will need to employ to fulfil their roles
  • Ensure the agreed and communicated service standards are adhered to
  • Work as part of project teams to deliver new technologies and solutions
  • Ensure cover for Helpdesk Analysts during busy periods and periods of absence including, but not limited to
    • Ensure that the Helpdesk telephone service is answered, or if unable to answer initial call, the message service is responded to promptly during normal office hours
    • Ensure user administration is carried out in accordance with set processes and timescales
  • Ensure adherence to all policies and processes defined within the IT Team and the wider business
  • Carry out any other reasonable requests from the IT Management Team




Personal Requirements

  • Co-Operative
  • Positive
  • Enthusiastic
  • Helpful
  • Professional
  • Reliable
  • Approachable
  • Supportive
  • Methodical
  • Precise
  • Motivated


Soft Requirements

  • Able to work on own initiative
  • Able to communicate with users in non-technical terms
  • Strong priority planning
  • Ability to motivate others
  • Strong Interpersonal skills
  • Strong Communication skills
    • Written
    • Verbal
  • Ability to communicate at all levels


Technical Requirements



Including but not limited to -


Hardware
Intermediate Implementation & Support
  • Desktop/Thin Client infrastructure
  • Printer infrastructure
  • Telephony infrastructure


Intermediate Support
  • Server infrastructure
  • Network infrastructure


Software
  • MS Office 2016/Office365
  • CRM/ATS Platforms

Technologies
Intermediate Implementation & Support
  • Citrix XenDesktop
  • Windows Server 2016/2012
    • Active Directory administration
    • Server Administration
    • Printing
    • Maintenance
  • MS Windows 10/Windows 7
  • MS Exchange
  • PBX and SIP - Basics
  • LAN/WAN
    • Routing
    • Switches
    • VPN



Development Opportunities



All staff will have an appraisal plan that is owned and managed by them with the support of the IT Management Team. This will comprise of both technical and soft skill development and will be fulfilled by both on the job learning and external courses and certifications where required.