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