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Job Title

IT Support Technician (REF: BH-IT-June2017)


London Heathrow - Harmondsworth


Job Title:IT Support Technician
Line Manager: Systems Support Manager
Department: IT
Location: LHR
Direct Reports: N/A
Conditions: Full time M-F 40 hours per week

Main Role Accountabilities                 
General IT Support

·   Responsible for the day to day provision of high quality IT services to our offices globally.

·   Communication with staff in all global locations.

·   Meet agreed IT support performance plans within agreed budgets and timescales.

·   Attend meetings as required to provide IT input and gain knowledge of developments and changes in the business or staff requirements.

·   Develop a detailed understanding of all aspects of our business and how IT relates to it.

·   Develop and maintain a high level knowledge of all internal systems and how these interact with each other.
Troubleshooting Issues

·   Manage network accounts and printer/MFD connectivity.

·   Connecting and setting up hardware (laptops, tablets, mobiles phones, Apple Macs, projectors etc).

·   Setting up user profiles and software on workstations, laptops, tablets and Apple Macs.

·   Troubleshooting and resolving hardware issues including workstations, Apple Macs, laptops, tablets and mobile phones.

·   Troubleshooting and resolving software issues.

·   Application support of MS Office (Outlook, Excel, Word, PowerPoint and Visio).

·   Support of Office 365, SharePoint, One Drive for Business and Skype for Business on Windows and Apple Macs.

·   Liaising with 3rd party suppliers to assist with troubleshooting and resolving issues.

·   Ensure all virus software is up to date and install patches and fixes as appropriate.

·   Support users by providing basic training on systems and processes, especially for new staff or after implementation of upgrades.

·   Ensure that security measures are in place to protect our systems and information from external and internal risks.

·   Supporting and troubleshooting telecom issues (mobile phones, landlines, ISDN, SIP, phone systems & internet connections) and liaising with telecom providers & ISPs to resolve issues.
IT Documentation

·   Preparation of weekly reports.

·   Production and maintenance of end user instructions & user guides.

·   Internal department setup/installation guides.

·   Producing and updating processes and procedures that relate to IT.

·   Maintain a current and accurate inventory of hardware, software and licenses.

·   Completion of departmental checklists (staff leavers, joiners, new profiles etc).
IT Administration

·   Office 365 and SharePoint updates.

·   Active Directory updates.

·   Management of IT Helpdesk Tickets - log and complete tickets based on priority.

·   Procurement of hardware and software from approved suppliers.

·   Assist in managing the global telecoms service provision including fixed line, SIP and mobile services.

·   From time to time interface with any key external providers ensuring SLAs are in place, monitored and met consistently.

·   Provide administrative project support as required.
Health & Safety

·   Ensure compliance with any Health & Safety initiatives to provide a safe work environment in line with all local regulations and company policies.

Personal Attributes

-    Ability to work with people at all levels within the company.

-    Ability to flexibly manage time to meet changing priorities and deadlines whilst ensuring core tasks are still performed.

-    Be available to handle occasional out of hours calls in the event of system failure or to perform maintenance that cannot occur during standard business hours.

-    Must also be able to work in a busy environment and able to use their own experience and initiative to resolve issues.

-    An organised individual with a "can do" attitude who enjoys a challenge, can multi-task and who is focused on providing excellent customer service.

-    Excellent communication skills both verbally and in written English is essential.

Key Skills and Attributes
-     Installing Windows operating systems 7/8/8.1/10 and Mac OS.

-     Setting up and troubleshooting Windows/Apple Mac user profiles.

-     Installing applications on Windows SQL, windows and Apple Mac workstations.

-     Basic active directory (AD) administration knowledge (adding users/password reset).

-     Connecting and setting up computers and printers/MFDs to the network.

-     Setting up workstations, Apple MACs, laptops, tablets and mobile phones.

-     Microsoft Office application support (Outlook, Excel, Word, Powerpoint, Visio).

-     Office 365 and SharePoint online administration.

-     Ability to troubleshoot and resolve hardware and software issues in Windows and Apple Mac environments.

-     Basic understanding of networking.

Qualifications and Experience

Proven experience in an IT support technician role with the above key skills and attributes.

Interested? Scroll down to complete our application form.

Application Form

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