Senior IT Technician

Main Responsibilities

Raise, respond and allocate of IT tickets raised within the Service Management system which can include: 

• Set up and configuration of PC/laptop equipment with required operating systems installing software and drivers where necessary.
• Aiding in the use of computer hardware and software provided by GBS.
• Providing technical support in moving and setting up of Audio Visual and IT equipment as required.
• Troubleshoot, diagnose problems, implement corrective action procedures within prescribed guidelines and/or escalate to other technical resources as appropriate.
• Working with team members to troubleshoot both complex and routine computer issues.
• Performing one-on-one computer training on technology when necessary.
• Providing support with password issues.
• Monitor End Point Security reports to ensure all IT equipment covered appropriately.
• Monitoring and maintenance of network switches.
• Be first point of contact for IT Technicians to aid in troubleshooting, diagnosis of problems, implementation of corrective action procedures, and escalation to other technical resources as appropriate.
• Follow best practice guidelines in ensuring security and privacy of networks and computer systems.
• To be able to perform tests and evaluations on new software and hardware.
• Ensure the maintenance of records/logs of loan equipment, repairs and fixes and maintenance schedules.
• Provide orientation and guidance to users on how to operate new software and computer equipment.
• Providing general administration support such as: printing, filing, processing and collating information as required by the IT department.
• Providing support to users and being the first point of contact for error reporting, raising tickets as required.
• Travel between campuses may be required to support the needs of the department.
• Where required printing and support for ID card production

Requirements

• Excellent knowledge of network infrastructure, internet security and data privacy principles (CCNA, CompTIA Security+, Microsoft Azure AI Fundamentals or equivalents).
• Hands-on experience with installation of operating systems and software, computer networks, network administration and network installation.
• Experience of providing IT Support remotely (by phone, on-line chat) and in person.
• Knowledge of service management systems and ITIL best practice.
• Knowledge of technical management, information analysis and of computer hardware/software systems.
• Knowledge of MS Office 365, Intune, Azure Active Directory, Azure App management, current equipment and technologies, enterprise backup and recovery procedures, and system performance monitoring
• Knowledge with implementing, configuring, and testing solutions
• Experience managing a team.
• Good communication skills

Other Information

OTHER INFORMATION

The Senior IT Technician will also be expected to demonstrate their commitment:

• to GBS values and regulations, including equal opportunities policy.
• the GBS’s Social, Economic and Environmental responsibilities and minimise environmental impact in the performance of the role and actively contribute to the delivery of GBS’s Environmental Policy.
• to their Health and Safety responsibilities to ensure their contribution to a safe and secure working environment for staff, students, and other visitors to the campus.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned.

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