A Global Manufacturer based near Pembridge, Herefordshire is seeking an IT Service Delivery Technician to be part of their team on a permanent basis.
ABOUT THE COMPANY
The company is a global industry-leading manufacturer of innovative insulation solutions, which help create a more sustainable and energy-efficient built environment. They are committed to providing architects, specifiers and contractors with high quality, innovative products supported by technical expertise and customer service which is unsurpassed in the industry.
They are on a mission to improve building performance and contribute to a more sustainable future for their customers and the environment. Their insulation products are ultra energy efficient, helping lower the built environment’s carbon footprint: 164 million tonnes of CO2 will be saved over the life of the insulation systems sold in 2020 which is enough to power a major airline for 15 years!
They have also started a planet-passionate initiative to drive energy and carbon out of their business operations and supply chain, increase their recycling of rainwater and waste, and accelerate their participation in the circular economy by 2030.
ABOUT THE ROLE
They have an exciting opportunity for an IT Service Delivery Technician who will be responsible for supporting all of the company's services including applications, systems, hardware and customers. This role will be working with IT management, specialists and team leaders to ensure a high-class delivery of services.
This position is based at either the head office in Pembridge or Selby and you will be required to travel to their remote sites nationally and internationally.
Responsibilities:
Work with the Service Delivery management team in agreeing common standards and practices and delivering against those standards. Ensure the achievement of departmental objectives.
Providing support to all local and remote IT end-users with workstations, laptops, connectivity and end-user application support.
Performing IT helpdesk administration such as account creation, password resets, file and folder permissions.
Responding to end users calls, emails, support tickets and walk-ins to conduct troubleshooting, triage and information gathering.
Provide technical solutions to resolve issues, or assist other members of the IT department with resolving the problem in a professional manner.
Ensuring that all tickets are handled according to agreed procedures and that documentation of supported components is available and in an appropriate format.
Performing Network administration and troubleshooting such as Exchange, Citrix, and File Server administration.
Providing Telephone administration with handset installation, voicemail and call monitoring.
Maintaining the company's IT asset register.
Provides detailed documentation and guidance to all users in the effective use of systems and products where required.
Identification and implementation of workarounds where required.
Propose, discuss and evaluate potential solutions with other resolver teams including 3rd parties and implement agreed modifications or workarounds as directed.
Perform onsite hardware and software fixes, and where necessary workarounds, across multiple sites.
Assist with other projects and activities within the Division as appropriate.
Maintaining the IT knowledgebase, through clear and accurate documentation of systems and related business procedures.
Identify and work towards service improvements.
Provide mentoring, training and guidance for technicians in all regions.
The Service Delivery Technician is expected to set standards around behaviors and values. To be seen as an example around time management and self-administration. Assisting the Service Delivery Manager in championing behaviors and values within the Service Delivery team.
Complete Governance activities as per schedule.
Excellent communication skills with both technical and non-technical people.
Responsibilities:
Work with the Service Delivery management team in agreeing common standards and practices and delivering against those standards. Ensure the achievement of departmental objectives.
Providing support to all local and remote IT end-users with workstations, laptops, connectivity and end-user application support.
Performing IT helpdesk administration such as account creation, password resets, file and folder permissions.
Responding to end users calls, emails, support tickets and walk-ins to conduct troubleshooting, triage and information gathering.
Provide technical solutions to resolve issues, or assist other members of the IT department with resolving the problem in a professional manner.
Ensuring that all tickets are handled according to agreed procedures and that documentation of supported components is available and in an appropriate format.
Performing Network administration and troubleshooting such as Exchange, Citrix, and File Server administration.
Providing Telephone administration with handset installation, voicemail and call monitoring.
Maintaining the company's IT asset register.
Provides detailed documentation and guidance to all users in the effective use of systems and products where required.
Identification and implementation of workarounds where required.
Propose, discuss and evaluate potential solutions with other resolver teams including 3rd parties and implement agreed modifications or workarounds as directed.
Perform onsite hardware and software fixes, and where necessary workarounds, across multiple sites.
Assist with other projects and activities within the Division as appropriate.
Maintaining the IT knowledgebase, through clear and accurate documentation of systems and related business procedures.
Identify and work towards service improvements.
Provide mentoring, training and guidance for technicians in all regions.
The Service Delivery Technician is expected to set standards around behaviors and values. To be seen as an example around time management and self-administration. Assisting the Service Delivery Manager in championing behaviors and values within the Service Delivery team.
Complete Governance activities as per schedule.
Excellent communication skills with both technical and non-technical people.
Skills and Experience:
Knowledge of IT Fundamentals
Knowledge of all current Microsoft Windows operating platforms
Microsoft Active Directory
Microsoft Office365 application suite.
DNS|DHCP|TCP/IP|DFS and Windows Server including Group Policy Management.
Knowledge of Microsoft Azure and Intune MEM solutions.
Knowledge of LANS|WANS and Wi-Fi technologies.
A full clean UK driving license is essential.
Desirable:
Knowledge of software deployment technologies.
Knowledge of ITIL Foundation.
Switch and Firewall fundamentals.
Knowledge of SDWAN and VPN solutions.
Knowledge RF scanners.
Personal Skills:
Detail-orientation: ability to review/develop system components and data with accuracy and focus.
Research & Analysis: able to identify the cause of the issue and understand it fully before using analytical skills to effectively develop solutions.
Communication: both oral and written, able to use a range of techniques and styles to ensure that communication is timely, clear and effective, to both individuals and groups.
Personal Organisation: able to work in a methodical and organised way to achieve goals and ensure maximum efficiency and effectiveness.
Adaptability: able to adapt to a complex, ever changing work environment including adopting a flexible approach and reacting positively to changing circumstances.
Accountability: able to ensure the successful completion of every task or activity they undertake at work including having a positive, can do attitude in their pursuit of their goals and duties.
Team Working: recognising responsibility as a team member to include providing active support and loyalty, valuing individuals for their knowledge and contribution, encourage everyone to contribute and to ensure fellow team members are fully informed of matters that may affect them.
Quality & Customer Service: able to demonstrate clear commitment to achieving high levels of customer service to all employees.
Self-Development: the ability to recognise the responsibility to develop oneself and proactively seeking assistance to meet development needs.
Respect for Race, Equality and Diversity: sees issues from another person’s point of view. Is polite, tolerant and patient when dealing with people, treating them with respect and dignity, no matter what their race, religion, position, background, circumstances, status or appearance.
SALARY
Salary is up to£32kplus bonus depending on skills and experience.
BENEFITS
Contributory pension scheme
4x salary life assurance
Performance-related annual bonus scheme
Retail Discounts