IT Support Technician

TN United Kingdom; City of Edinburgh; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking an IT Support Technician to join their dynamic team. This role involves providing essential technical support across various sites, ensuring smooth operations for approximately 600 devices. You'll be the first point of contact for staff and students, delivering exceptional customer service while managing incidents and maintaining IT procedures. The position offers a unique opportunity to contribute to cybersecurity improvements and enhance user awareness of current tech issues. If you're passionate about technology and customer service, this role is perfect for you.

Qualifications

• Experience in providing 1st and 2nd line IT support.
• Strong knowledge of cybersecurity practices and incident management.

Responsibilities

• Deliver on-site technical support and manage service desk operations.
• Develop documentation and improve customer satisfaction through effective communication.

Skills

Technical Support

Customer Service

Communication Skills

Incident Analysis

Cybersecurity Awareness

Education

IT Support Certification

Relevant Technical Degree

Tools

Microsoft Active Directory

Remote Desktop Tools

AV Equipment

Printer Management Software

Job description

Job Description:

Harvey Nash’s client is looking for an IT support technician to provide technical support to sites through a mixture of telephone support, remote desktop connections, and on-site visits.

Working as part of a small technical team, you will be the on-site point of contact for staff, students, and associates of the Garden. You will be responsible for delivering the agreed level of service within the team and supporting an estate of approximately 600 desktops, laptops, and mobile devices.

Main Duties:

Service Desk Operations:

• Deliver on-site 1st and 2nd line technical support with occasional travel to regional sites required.
• Provide excellent customer service with strong communication via telephone calls, emails, in-person, and online meetings from first contact through to resolution of issues.
• Analyze, diagnose, and resolve incidents, including escalating issues to third parties.
• Ensure asset management information for the technology estate is current and recorded.
• Update customers regarding service statuses, planned maintenance, and service interruptions following communication protocols.
• Deliver remote support to regional gardens and hybrid environments.
• Assist in maintaining IT support procedures and processes.
• Advise users on IT policies and promote good working practices with technology.
• Support improvements to systems and processes to enhance cybersecurity.
• Improve customer satisfaction through effective communication and response time reduction.

Knowledge Transfer & Audio Visual:

• Develop technical documentation for the internal team and users in the form of Knowledge Base articles.
• Advise users on applications and technology.
• Assist in maintaining user awareness of current cyber issues and report any cyber incidents or concerns.
• Support event audio-visual setup.
• Oversee peripheral AV equipment support.
• Provide support for printer fleet, including managing incidents with the managed service provider.

Infrastructure & Cyber Security:

• Maintain Microsoft Active Directory user accounts, including handling requests for changes, provisioning new users, changing group memberships, security settings, and following workflows for leavers and data management.
• Build, deploy, maintain, update, and repair end-user computer hardware devices.
• Liaise with third-party support technicians for warranty calls.
• Apply software images and updates to end-user devices, reacting to and escalating change requests.
• Assist in embedding secure working practices within the organization.