IT Support Technician

Job description

Job title: IT Support Technician

Job purpose:

To maintain the IT infrastructure to high levels of performance. Provide technical support and advice to all users.

Reports to: IT Manager

Directorate: Commercial

1. Duties and key responsibilities

• Oversee all aspects of the IT helpdesk
• Deploy, support and maintain servers, network equipment and end-user systems
• Provide exceptional IT service to all AOP personnel.
• Ensure effective running of AOP business systems and overall IT infrastructure to include security and compliance
• Proactively monitor all IT systems, identifying and remedying performance bottlenecks
• Maintain currency of licenses for all active information systems
• Safeguard the AOP’s electronic data and information systems through the use of robust security practices and policies.
• Maintain effectiveness and efficiency of AOP IT systems
• Ensure IT infrastructure and end-user systems operate at optimum levels
• Identify and implement technology to support the business
• Recommend proactive solutions to maximise full potential of technology in supporting the business.

2. General responsibilities

• Be proactive in keeping up to date with developments affecting your work at hand and maintain and improve personal competence through continuous professional development
• Operate within organisational policies, codes of conduct and practice and work collaboratively with staff across the association
• Contribute to team meetings and organisational priorities, strategic goals and Performance targets
• Be flexible and carry out other associated duties as may arise, develop or be assigned within the broad remit of the post.

3. Person specification

Experience

• Deploying and maintaining Microsoft server and desktop operating systems and productivity suites
• Network infrastructure maintenance, security and troubleshooting
• Office 365 Enterprise administration
• Microsoft Azure
• 2 – 5 years providing IT support.

Skills and abilities

• Networks (Windows networks, Active Directory)
• Operating systems (Windows 10, Mac OSX, Linux, Windows Server 2008 R2 and Windows Server 2012 R2)
• Hardware and peripherals
• Telephony (Mitel systems, mobile device support for Android and iOs)
• Storage (NAS, FreeNAS, iSCSI, Windows storage clustering)
• Server applications (Exchange Server, SQL Server, Windows server clustering)
• Remote Desktop Services
• Hyper-V virtualisation
• Office 365 Administration and Office 365 competency
• Exchange Online, including Exchange Online Protection
• Microsoft Azure
• SharePoint Online
• WatchGuard Firewall deployment and administration
• Excellent communication, interpersonal and customer care skills
• Ability to prioritise, work under pressure and meet strict deadlines Good analytical and problem solving skills
• Up-to-date technical knowledge

Knowledge

• IT systems: infrastructure, networks, hardware and software
• Application of technology to business processes
• IT security and compliance, especially on firewalls, anti-virus and backup systems
• Performance tuning of networks, hardware and software
• Network design and implementation.

Education/training

• Diploma in IT or IT-related area of study or equivalant
• Microsoft certification
• 2 – 5 years in an IT support environment

Personal attributes and other requirements

• Self-motivated
• Organised
• Good communicator
• Team player
• Logical thinker

October 2018