Senior IT Support Technician - Leeds

Steeper Group; Leeds; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading tech support company in Leeds is seeking an IT Support Technician to provide second-line support within the firm and to NHS customers. Responsibilities include troubleshooting, maintaining documentation, and managing user problems proactively. The ideal candidate will possess strong customer service skills and substantial IT support experience, specifically with Windows and Microsoft 365 products.

Benefits

Disability confident employer

Investors in People accolade

Qualifications

• Must hold a valid UK driving licence.
• Experience in IT support/helpdesk is preferred.
• Proven experience within IT service delivery.

Responsibilities

• Provide second-line support to users and NHS customers.
• Maintain a high degree of customer service for all support queries.
• Log all calls and maintain documentation.

Skills

Customer Service skills

Troubleshooting skills

Active Directory administration

Windows Server administration

Network administration

Tools

Microsoft 365

Microsoft Azure

VMware

8x8 Phone systems

Job description

Overview

Steeper Group is a true leader in the Orthotic, Prosthetic and Assistive Technology products. In the past 100 years we have grown to become one of the UK's largest suppliers. Steeper's vision is to create life's turning points, together. We aim to do this by delivering innovative prosthetic, orthotic and assistive technology products and responsive clinical services. We have an exciting opportunity for an experienced IT Support Technician to join our IT support team at our headquarters based in Leeds.

The Role: Working alongside the support team, the successful candidate will be responsible for providing second-line support to the users within our business as well as our NHS customers. The successful candidate will also assist with IT-related projects when the opportunity arises. The IT Support team are responsible for providing a full support service to the business which includes account management, office 365 suite of apps, on site Windows based servers, printers, photocopiers and networking. When necessary, attending remote sites to provide onsite support and install hardware.

Responsibilities

• To provide technical support, answering support queries either onsite or via phone or email.
• To maintain a high degree of customer service for all support queries.
• To take ownership of user problems and be proactive when dealing with user issues whether raised directly or via escalation from another team member.
• To log all calls on the call logging system and maintain full documentation.
• Respond to enquiries from clients and help them resolve any hardware or software problems.
• Support users in the use of Computer equipment by providing necessary training and advice.
• Support and aid the development of less senior members of the team.
• Work as part of the IT Support team and any other operational/project teams as requested by the IT Project & Support Team Leader.
• Manage workloads and notify the IT Project & Support Team Leader when KPI/Targets are going to be breached.
• To allocate more complex service issues to the relevant IT Support team member.
• Raise any security concerns to the IT Project & Support Team Leader.
• Maintain reports and logs in line with departmental policy.
• Obtain quotes and process orders in line with departmental policy.
• Setting up and configuring new laptops and desktops.
• Installing authorised software to laptops and desktops.
• Configure/maintain computer systems, networks and peripherals as instructed.
• If required, undertake trips to other sites/data centre including staying overnight where appropriate (and maintain a valid UK driving licence).
• On occasion, be available to cover alternate shifts in the event of absences & Holidays.
• Keep abreast of IT Trends and engage with IT Project & Support Team Leader to develop personal development plan
• Any other duties as requested by the IT Project & Support Team Leader.

What we are looking for

• Must hold a valid UK driving licence
• Active Directory user and computer administration
• Windows desktop and Windows Server administration
• Microsoft 365 and Microsoft Azure experience, including Exchange Online, SharePoint Online and Microsoft Teams
• General Network administration and troubleshooting, TCP/IP and WAN/ LAN /Wi-Fi
• Experienced with hardware troubleshooting across a range of devices.
• Exceptional Customer Service skills with good telephone manner
• Proven experience working within IT service delivery
• Excellent troubleshooting and problem-solving skills
• Excellent ability to transfer knowledge within a team

Beneficial skills/experience

• Experience supporting 8x8 Phone systems with Poly phones
• Experience working with VMware Virtual Data Centre and Microsoft HyperV
• Experience with Android Mobile devices
• Experience working with Veeam Backup & Replication
• ITIL Certified
• Own car with Business Level Insurance

The ideal candidate will have previous experience in IT Support/Helpdesk with solid Customer Service experience and preferably be Microsoft certified.

Steeper is a proud disability confident employer and recipient of a recognised Investors in People accolade. Steeper is committed to valuing diversity and treating everyone who works for or wishes to work for us fairly. We will treat everyone with the same attention, courtesy and respect, regardless of age, impairment, ethnic origin, nationality, religion or belief, social class, sex, sexual orientation, gender reassignment, marital or civil partnership status, responsibility for dependents, pregnancy and maternity or trade union activity. Steeper is committed to act positively towards disabled people and we actively welcome applications from disabled people