IT Support Technician 1st and 2nd Line Support

Job title: Support Technician

Responsible to: Neil Taylor

Department: Finance & Administration

Reporting to: Neil Taylor

Job purpose:

The main objective of the role is to support the user base at a 1st and 2nd line support level, including desktops, laptops, mobile devices, printers, telephone system and other endpoint devices.

Key Accountabilities:

 Installing, configuring and maintaining Windows 10 and Windows 11 desktop environment.

 Provide 1st and 2nd line IT support for users via the IT Service Desk.

 Support end users in a physical and virtualised (VMWare) environment.

 Configuration & installation of hardware & software for desktop and mobile devices.

 Ensure all communication systems provide a seamless service and aim to resolve incidents as promptly as possible.

 Administer user accounts on AD and Exchange, as well as amending and maintaining permissions across file storage to ensure security levels and access to restricted and confidential information is set appropriately.

 Flexibility to travel when needed between locations and remote support of other offices.

 Support the existing Enterprise messaging (Microsoft Exchange) & unified communication systems (Mitel).

 Other tasks determined from time to time based on the operational needs of the department and business.

Other:

 Carry out any reasonable duties as identified by your line manager or team leader

 Positively represent ICL to our customers and suppliers

 Ensure compliance with all contractual employment obligations.

 Ensure compliance with our ISO standards.

 Fully participate in the company's performance management and development programmes.

 Maximise own ability to produce quality work, on time, and to brief, utilising best skills and available technology.

 Work in accordance with the Company's Human Resources policies and procedures.

 Ensure compliance with health and safety requirements.

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