IT Support Technician

Overview

There comes a time in everyone’s life when an unsolvable IT problem occurs and we go through the three stages: anger (tapping the offending machine firmly), bargaining (pleading with some unseen deity to free us from our IT peril) and resignation (calling on the unsung heroes of all businesses – IT Support).

Here at Ultimate, we’re looking for an IT Support Technician to join our dynamic Bristol-based team and provide assistance to our growing team. We need a problem solver – could it be you?
This role will incorporate a range of support services which includes activities such as Service Desk duties, telephone and email support, recording faults, supporting the set-up of new systems and upgrading existing systems, trouble shooting and escalating IT faults.
The IT Support Technician will work as part of the team providing efficient IT services and excellent standards of support throughout the organisation. The successful candidate will be expected to be professional, have technical competence and excellent communication skills.
They will provide a first point of contact, processing requests for support and help with the co-ordination of the response through to resolution, providing an escalation path if necessary.
The post holder will have responsibility for managing their own tasks but will be under the direct supervision of a qualified/experienced colleague.

So if putting out fires (not real fires – just metaphorical IT ones), troubleshooting problems (metaphorical again) and saving the day (no exaggeration here) sounds like the ideal job for you then get in touch.

Key responsibilities

• Provide first and second line technical support, answering support queries via phone, Teams and email and logging issues in Jira Service Desk
• Primary point of contact for onboarding new users, creating accounts, building devices and providing the initial IT induction session
• Monitor helpdesk tickets in Jira Service Desk, responding in line with company SLA’s
• Support users and common equipment both remotely and within an office environment as part of our hybrid working approach (currently 3 days in office, 2 days from home each week, rotating)
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Take ownership of user problems and be pro-active when dealing with user issues
• Respond to enquiries from users and help them resolve any hardware or software problems.
• Maintain a log of any software or hardware problems detected
• Management of the IT asset register
• Support users in the use of computer equipment by providing necessary training and advice.
• Escalate more complex calls to the relevant member of IT
• Notify relevant staff to arrange for external support where problems cannot be resolved in-house. Liaison with 3rd party support partners to resolve issues
• Carry out daily checks of log files, alerts, incidents, deployments and security updates – producing resolutions and reporting to the IT Manager where necessary
• Assist in creation of configuration and deployment processes and procedures, reacting to new and emerging technologies
• Carry out in-house system testing
• Ensuring the security and integrity of user accounts and systems utilising online systems to monitor and report potential breaches

Characteristics & Behaviours

• Good communicator
• Approachable
• Ability to problem solve
• Interest in technology
• Team player
• Adaptable
• Values driven
• Organised
• Proactive
• Ability to organise own workload
• Strong attention to detail

Key skills and knowledge

• Good understanding of the general IT Service offering
• Secure PC build and configuration capabilities
• General ITIL knowledge (desirable)
• Customer-facing experience and excellent communication
• IT related qualification (desirable)
• Good IT skills with experience of Hardware and Software installs
• Microsoft Office skills including Word, Excel & Outlook
• Knowledge of Microsoft Intune and Entra (desirable)
• Knowledge of Microsoft 365
• Knowledge of Windows Server 2016 – 2022 (desirable)
• Use of Microsoft Teams Calling and Room Systems (desirable)

TECHNOLOGIES:

The following technologies are in use within Ultimate Finance. Some familiarity with these is desirable, but not essential.

• Microsoft Azure
• Windows 365 Desktop
• Windows 11
• iOS and Android Mobile Operating Systems
• Microsoft Office 365 Professional Plus
• Microsoft Teams – including room systems and calling
• Windows Server 2016 – 2022 and Active Directory
• Microsoft SQL Server
• Microsoft 365 technologies, in particular Intune and Entra
• Jira Service Desk