It Support Technician 1St & 2Nd Line

Role Overview: As an IT Support Technician, you will play a crucial role as one of the primary interfaces between the IT department and our user base. Your responsibilities will encompass ensuring timely IT services that support the design, sales, manufacturing, and post-sale activities. This role involves effective coordination with third parties, occasional travel within the UK, and potential after-hours work, planned in advance and kept to a minimum.

Key Responsibilities:

• Provide 1st and 2nd Line telephone and desk side support.
• Escalate IT requests appropriately.
• Co-ordinate support activities, liaising with third parties when external support is required.
• Set up new users, ensuring the correct provision of IT equipment.
• Maintain current user and computer accounts; administer obsolete or unused accounts correctly.
• Escalate user complaints to the appropriate channels.
• Coordinate end-user device replacement activities, scheduling downtime.
• Prepare technical documentation, including schematics, risk matrices, and replacement plans.
• Develop user documentation such as IT bulletins, user guides, and hints and tips.
• Provide reports on service desk activities as required.

What You Will Need:

• Ideally, 2 or more years of experience working within a manufacturing environment.
• Knowledge of Windows 10, 11, and Server.
• Familiarity with Office 365 and Microsoft Azure.
• Sound understanding of IT service delivery, including ITIL Foundation.
• Ability to plan, prioritise, and coordinate with the work of others.
• Capability to work independently as well as within a broader team.
• Experience working with VMware and Veeam is advantageous.

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As an Equal Opportunities employer we welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.