IT Support Technician

We have a new opportunity in our Digital & IT Team for a IT Support Technician to join us on a 12-month fixed term contract. This is a fantastic opportunity for an enthusiastic and customer focussed individual who is looking to develop and leverage their technical skills.

In this role you will be providing front line IT support to colleagues, diagnosing and resolving issues and working with 3rd Party IT Suppliers of services and software to support the resolution of any service issues. You will monitor user based hardware and work to fix any issues that arise ensuring that the IT team deliver excellent quality, flexible and customer focussed services.,

• Ensure the availability of IT services and escalate any issues to the IT Infrastructure Officer and IT Team


• Record and track all user requests and provide updates on their issues


• Identify areas of repeated issues and suggest system enhancements to prevent future tickets


• Ensure the software and hardware of loaned IT assets are in working condition and escalate any issues to the IT Infrastructure Officer or the Digital & IT Manager


• Record and track all user requests and provide updates on their issues


• Monitor incidents, service requests, changes, and problems to ensure the effective use of the Helpdesk System by both users and the IT Team


• Provide proactive and prompt 1st and 2nd line IT support for resolving day-to-day IT incidents


• Provide technical assistance and hands-on training for users to aid in the implementation of business projects Identifying tickets requiring specialist skills and taking ownership


• Escalating these tickets to 2nd/3rd line IT support, where appropriate


• Understanding customer business processes to deliver secure IT solutions


• Work with third-party support providers to manage issues relating to VOIP telephony and mobile communications


• Supporting housing application(s) issues and resolving/escalating to the relevant 3rd party contractors where applicable


• Some out-of-hours work may be required.
  
  Proven experience in incident management, service request management and problem solving


• Strong troubleshooting and analytical skills


• Good communication skills, both written and verbal


• Working knowledge of Active Directory


• Working knowledge of MS Exchange and Azure AD/Entra ID


• Windows 10/11 Support


• Office 365 Admin


• Working knowledge of Microsoft InTune


• Strong understanding of Microsoft 365 environment including, but not limited to: SharePoint, OneDrive, Word, Excel & Outlook


• Knowledge and experience in VoIP telephony and mobile communications


• Some knowledge of Power Apps, Power Automate and Power Bi is desirable but not essential


• Previous knowledge of housing applications such as Civica CX are desirable but not essential


• Supporting users on a daily basis, remotely or in person.
  
  Up to £25,500 per annum depending on experience (Fixed Term Contract - 12 months), We offer a competitive benefits package including:


• Hybrid working with a mix of home working and time in our Worthing office


• 29 days' annual holiday plus bank holidays


• 4% employer pension contribution (matched up to 6%)


• A great flexible working environment, with a range of family friendly policies


• Access to a wide range of discounts and cash back offers, including gym discounts.