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IT Technician

  • Location:

    Loughborough

  • Job type:

    Permanent

  • Job ref:

    J2095

  • Published:

    about 1 month ago

  • Expiry date:

    2020-07-04

At Access we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from professional services to manufacturing to not for profits and more. We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business. That's why over 1 million users and over 10,000 organisations rely on Access software to help their organisation thrive. About you: Reporting to the 1st Line Service Desk Manager based at our office in Loughborough you will work as part of a dedicated team of IT professionals that offer the very highest level of technical support and customer service to a range of internal staff from field based consultants to office-based staff in 31 different locations across the UK and our overseas offices . Key aspects of the role will include, but are not limited to: • Providing technical support via our helpdesk system for a wide range of external and internal applications, Operating systems and hardware and achieve team SLA’s • Co-ordination and allocation of upgrade equipment to office and field based staff • Provide maintenance and break-fix solutions of internal systems within SLA’s • Communication with all areas of the business including o Service notifications and service failure updates o User training and ‘how to’ information and guidance Day-to-day, you will: Supporting/maintenance, installation and upgrades of: • Multiple Server platforms • Workstations • Desktop software applications • Internet connections • Network & Phone cabling • MS Software solutions • Communication systems • Integration systems • Backups • Printers • Phone system (basic level) KPI’s Your success in the role will be measured on the following criteria: • Exceptional Customer service skills in all circumstances • High levels of communication with all areas of the business • Fast and accurate troubleshooting of reported faults, meeting daily targets • Accurate documentation and recording of actions in our helpdesk application • Above 85% level of response times achieved within Internal SLA’s • Accurate recording of all IT Asset Additions and changes • Accurate understanding and adherence to business processes Experience required • You will have been working with Microsoft operating systems for 2+ years. • You will have been supporting desktop and laptop systems for at least 2 years • You will have 2 years’ proven experience working with computer networks and TCP/IP • You will have a proven track record of performing to and exceeding Service Level Agreements • You will have a proven track record of delivering exceptional customer service Essential Skills required • Excellent all-round communication skills to all levels • PC & Laptop builds • Working knowledge of PowerShell • Active Directory Administration • Working knowledge of Microsoft 365 • Networking and laptop troubleshooting • Windows 8/10 As a well-rounded IT Technician, your Skills and Experiences likely include: • Excellent all round communication skills to all levels • Supporting a multisite IT infrastructure of at least 150 staff or more • Experience of working in a small multifunction IT Team • Working for a software house or IT company a distinct advantage • Exceptional Customer service skills in all circumstances • High levels of communication with all areas of the business • Fast and accurate troubleshooting of reported faults, meeting daily targets • Accurate documentation and recording of actions in our helpdesk application • Above 85% level of response times achieved within Internal SLA’s • Accurate recording of all IT Asset Additions and changes What does Access offer you? We are a growing software company and we deliver on what we say we do! We take the development of our people very seriously! We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference. In addition to our standard benefits of 25 days holiday, a match contributory pension and healthcare you will get: • A Competitive Salary • Giving Back/Charity days • Quarterly Socials • 6 weeks Sabbaticals (after 6 years of service) • The Access Group Big Break: our all-expenses paid holiday to Spain Register your CV with us today for our future hires, please note this isn't a live vacancy.
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