IT Technician

An exciting IT Technician opportunity to work with a leading software development company and a trusted partner to the general insurance industry. Based across the UK and Europe, their support and development services make them a truly diverse organisation that offers a range of IT solutions to insurance brokers, insurers and managing general agents.

Position

Integrating the IT Services Team and reporting to the Service Desk Team Leader, this position's main objectives are to provide end user support to staff and customer and to maintain the availability of Hosted, Internal and cloud systems within agreed SLA's. As the initial point of contact for help desk tickets, telephone support and the recipient of alerts raised by automated monitoring systems, this role is pivotal to the continued success of the organisation. It therefore requires a confident, logical individual with good interpersonal skills, a sound general knowledge of IT and the Internet.

Key responsibilities:

• Act as an initial point of contact for internal IT related support requests
• Monitoring of Hosted, Internal and cloud solutions and associated networks
• Maintain, repair & testing for IT Infrastructure including end user compute, Smartphones, Peripherals and Servers as necessary
• Maintain and support network connectivity including switches and patching
• Assist with IT Capex / asset request form creation / processing
• Maintain the IT policy in line with required governance / compliance
• Ensure that the standards and procedures set out within are understood and adhered to by all personnel
• Maintain accurate computerised records for all tickets logged
• Respond to issues logged to appropriate SLA's and KPI's
• Own logged support incidents and requests until resolved or escalated to the appropriate team
• Maintain technical documentation
• Be able to work flexible hours in order to provide necessary levels of support cover
• Provide cover for Service Repair Centre Technician during absence or leave
• Follow change management procedures
• Ensure suitable end user compute levels for IT operation
• Availability for on-call duties where required
• Perform any other duties that are reasonably required from time to time
• Allocation of user licences for staff and associated services

Experience:

• Experience in handling multiple varied workloads to tight deadlines (desirable)
• Minimum one-year IT experience
• Ability to produce quality documentation
• Good customer handling skills