Job Description

POSITION:

IT
Support Technician

REPORTS TO:

IT Manager

SUPERVISES:

N/A

JOB PURPOSE

To provide first and second-line technical
support for all IT, AV, Telecoms and reprographics equipment, acting as the
first point of contact for staff seeking assistance.Troubleshoot and resolve issues within the
team and escalate to internal and/or external support specialists as required.

Reporting to the IT Manager the successful
candidate should be dynamic, flexible, driven and professional in all
interactions- helping to develop and
maintain a skilled and customer focussed team.

KEY RESPONSIBILITIES:

· Providing first and second line support to all staff with IT, telecoms and AV issues

· Respond to support requests in a timely, service
focussed and helpful manner

· Accurate, expedient and effective administration
of the following key systems:

o Active Directory

o IT Asset Register

o Desktop and Mobile Device Management
System

o Office 365

o Mimecast

o Freshdesk Support System

o Mitel MiVoice Phone System

o Laboratory Information Management
Systems

o Change Control
Documentation

o Actitime

o Genedata

· Desktop computer builds, software installation and
deployment to staff

· Assist and advise staff regarding the use of IT
systems while upholding the company polices

· Administration of our telephone system, including
installation of new phones, under the direction of provider, and management
through the MiCollab portal

· Maintenance of some Windows and Linux servers
(subject to experience and training)

· Participating in IT infrastructure projects being
led by the IT Manager and/or Director of Informatics

JOB REQUIREMENTS:

Education and Experience

· Minimum GCSE Grade B
(6) in Maths and English Language

· Computer science
qualification to A level, or equivalent vocational qualification preferred
but not required

· Minimum 2 years
experience in an IT Support role

Skills and Knowledge

· Sound knowledge of
Windows 10 operating system and configuration

· Good working
knowledge of administrating Active Directory

· Good knowledge of Microsoft
365

· Sound knowledge of
Ubuntu Linux preferred but not required

· AWS experience is
preferred but not required

Competencies

· Excellent written
and verbal communication skills

· The ability to
prioritise tasks effectively

· Ability to work
unsupervised

· Sound
troubleshooting skills and a methodical approach