IT Support Technician

IPRS Group; Claydon; On-site; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Employee Assistance Programme

25 days’ annual leave + bank holidays

Company pension scheme

Simply Health Cash Plan

Free Eye Tests every 2 years

Free annual Flu-Vaccination

Job summary

IPRS Group in the United Kingdom is seeking an IT Support Technician to deliver high levels of service across its businesses. You will act as reference point for IT queries, record tasks, manage the support inbox, and handle requests via email, phone or in person. The IT Technician will perform break/fix IT issues with support from the IT Manager or MSP.

Travel to remote sites as required. The role requires 2+ years IT experience, proficiency with Windows environments, and a valid UK driving

Qualifications

• 2+ years IT experience
• Experience with Windows 7/8/10 and desktop support
• Familiarity with ticketing systems and SLA adherence
• Ability to pass DBS checks
• Full UK Driving Licence

Responsibilities

• Provide onsite and remote IT support to end users across all businesses, via ticketing system, within SLA times
• Record IT issues with outcome and time taken
• Handle new hardware requests: ordering, setup, distribution
• Participate in project work and SOP adherence
• Travel to remote sites to support IT team or onsite users

Skills

Communication

Time management

Relationship building

Professional demeanor

Written communication

Attention to detail

Prioritisation

Proactivity

Education

GCSE English & Maths

NVQ/GNVQ Level 2 ICT

CompTIA A+

DBS Checks clearance

UK driving license

Tools

Active Directory

Group Policies

File Servers

Microsoft Office

Networking basics

Job description

Location: On site / United Kingdom
job type: Permanent / Full-time
Sector and subsector: IT | Technical Support
Annual Salary range:from £ 27,000.00 to £ 30,000.00

IPRS Group are a leading health and wellbeing business comprising of 5 organisations all providing a diverse range of clinical products to a wide range of clients in the public and private sectors. IPRS Group provide support to our organisations whose services have a huge impact into improving the lives of thousands of people each year.

We’re passionate about providing our colleagues with a work environment they can feel comfortable in and can grow professionally. In 2020 we signed the Time to Change Employer Pledge, affirming our commitment to protecting our colleague’s mental health and last year became a Disability Confident Committed employer.

We are committed to supporting the environment through reducing our carbon output and offsetting what we do emit.

At IPRS Group, we are looking for an IT Support Technician to add and continue to provide high levels of service across our businesses.

The duties of the IT Support Technician include being a reference point for all IT related queries from internal users, ensuring all information is captured into a defined task, together with desired outcomes. This also includes managing the support inbox, delivery exceptional service when dealing with requests that arrive via email, telephone or face to face. The IT Technician will perform a majority of break/fix IT issues with support from the IT Manager or Managed Service Provider. Additional duties include supporting other IT Team members resolving issues remotely or onsite.

• Provide onsite and remote IT Support to end users across all businesses, enabled by a ticketing system, within set SLA times and business priority
• Completing allocated tasks to a high standard
• Answering inbound calls, recording IT issue requests within a task, with desired outcome and time taken
• Handling of new hardware requests, including ordering, setup and distribution
• Completing assigned project work to a high standard
• To complete work following any set Standard Operating Procedures (SOPs) Daily Job Duties:
• Providing IT Support across all businesses of IPRS Group
• Monitoring of Desktops, Servers and Networks
• Working through tasks, as prescribed from the IT Manager Weekly job duties:
• Reporting to IT Manager on ongoing IT Issues Ad-hoc job duties:
• Taking delivery of any IT equipment and asset tagging
• Updating knowledge base and SOPs
• Travelling to remote sites to support the IT Team or onsite users

QUALIFICATIONS AND TRAINING:

• GNVQ/NVQ Level 2 qualification or equivalent or
• 6 GCSE/O level passes Grade 9-4 (A*-C) or equivalent, including English and Math
• Recognised ICT qualifications (D):
• CompTIA A+
• CompTIA Security+
• MCSE: Server Infrastructure
• MCSE: Desktop Infrastructure
• MCSA: Windows 7/8/10
• Full UK Driving License
• Ability to pass DBS Checks

EXPERIENCE AND KNOWLEDGE:

• A minimum of 2-years IT experience (E)
• Experience of using various Microsoft programs (E)
• Experience of using IT technologies:
• Clients; Windows 7/8/10, Desktop, Laptop, Mobile Phones and tablets (E)
• Domain: Active Directory, Group Policies and File Servers (E)
• Using and Supporting Microsoft Office (E)
• Supporting computer networks (E)
• Installing PCs/Upgrading software (E)
• Supporting custom applications (D)
• Data download and transfer (E)
• Network and system monitoring (E)
• Routine system administration (E)
• Experience with using a Ticketing Management Solution

SKILLS AND ABILITIES

• Ability to communicate effectively with internal and external customers verbally and in writing (E);
• Ability to time manage to meet agreed deadlines in a demanding environment (E);
• Ability to build good relationships (E);
• To be professional and have a competent manner (E);
• Clear and concise written and spoken communication skills, in particular a friendly telephone manner (E);
• Attention to detail and the ability to record information accurately (E);
• Ability to prioritise and meet relevant Key Performance Indicators in a demanding environment (E);
• Understand change management processes and their importance (D)
• Understand and follow procedures where set (E)
• Ability to work on own initiative in a proactive manner (E);
• Team worker who is flexible and has a positive attitude to learning and self-development.
• Well-organised and able to take responsibility for assigned tasks
• The applicant will need to be able to demonstrate an excellent level of technical knowledge and be able to apply the knowledge in a structured approach to solve IT issues

BENEFITS

Colleagues are essential to IPRS Group, which is why we give so much in return for their hard work. In addition to a competitive salary, we offer a range of benefits, including:

Hours: 40 hours per week Mon-Fri (Shift pattern 8-5 and 9-6 on rota)

Location: Claydon, Suffolk IP6 0FU

Other benefits:

• Employee Assistance Programme including free confidential counselling
• 25 days’ annual leave plus 8 days’ bank holidays; increasing with completed years’ service
• Moving Day Leave
• Membership of the Company pension scheme
• Simply Health Cash Plan
• Free Eye Tests every 2 years
• Free annual Flu-Vaccination