Service & Support Technician

Avidity; Glasgow; Hybrid; GBP 28,000 - 32,000; Full time

Job summary

An innovative firm is seeking a Service & Support Technician to enhance their IT Service and Support team. This role involves managing tickets, providing technical support, and ensuring smooth operations within the IT ecosystem. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for delivering exceptional service. With a hybrid working model and a commitment to inclusivity, this position offers a supportive environment where your contributions will drive meaningful change. Join a team that values work-life balance and provides opportunities for growth and development.

Benefits

25 days holiday plus bank holidays

Enhanced maternity/paternity pay

Financial & wellbeing support

Life assurance

Enhanced sick pay

Private health care

Annual pay reviews

Flexibility and work/life balance

Progression opportunities

Qualifications

• At least 2 years of experience in IT support or a similar technical role.
• Strong ability in using operating systems like Android, iOS, and Windows 11.

Responsibilities

• Manage incoming colleague tickets and prioritize as per guidelines.
• Conduct daily system checks, including backups and reporting.
• Provide technical support and maintain the support knowledge base.

Skills

Technical Support

Troubleshooting

Communication Skills

Workload Management

Operating Systems (Android, iOS, Windows 11)

Tools

TeamViewer Remote Support

Microsoft 365

Modern SharePoint

Active Directory

Azure Active Directory

Microsoft Intune

Autopilot

Job description

Overview

Service & Support Technician (level 2)

Glasgow - Full time, Permanent

Hybrid - home and office (1 to 3 days in office - please note there are no set office days)

£28k- £32k, company bonus, annual leave purchase + more

We are looking for a Service and Support Technician to play a key role within the CIO IT Service and Support team. The Service Desk is the front-line of Avidity Group Support, providing excellent customer service to our colleagues and acting as the ‘front of house’ for tickets and queries entering the support ecosystem.

You will come from a 2nd line Service Desk role or be a 1st Line Service Desk Analyst with experience of dealing with 2nd line queries quite easily. You will play a key role within our IT Service & Support Team providing excellent service to our colleagues.

Working hours are between 8am-6pm, working across 2 shift patterns 8-5 & 9-6.

The main responsibilities of the role include, but are not limited to:

• Ticket and call management, acknowledge and respond to all incoming colleague tickets, managing expectations and prioritising tickets as per prioritization guidelines.
• Carry out daily system checks including back up and reporting.
• Set up/remove end user accounts and licences.
• Incident management, identifying core issues, follow incident management policy.
• Technical support & consultancy, create, update and maintain support knowledge base, Service desk ticketing system.
• Perform remote installs via Managed Play Store and/or Company Portal.
• Contribute and support CIO delivery team on key business project initiatives.

Why join our team?

Here are just a few of the reasons our colleagues love working here:

• SMART Working, 40 hours Monday- Friday.
• We champion equality & inclusivity and are passionate about creating a workplace that promotes and values diversity.
• 25 days holiday per annum + bank holidays.
• Family-friendly policies & support such as enhanced maternity or paternity pay, enhanced adoption pay, carers leave & parental leave.
• Plus, lots of amazing discounts, financial & wellbeing support via our EAP, life assurance, enhanced sick pay.
• We encourage flexibility, life outside of work and a healthy work/life balance so take advantage of our smart working policy.
• Annual pay reviews and access to early pay.
• Plus, lots of amazing discounts, life assurance x3 salary, enhanced sick pay, health cash plan, private health care & more.
• Fantastic progression opportunities across Avidity Group.

Do you have what it takes?

• You will have at least 2 years of proven and recent experience in an IT support or similar technical role.
• Strong ability in using operating systems such as Android, IOS, & Windows 11.
• Ability to articulate technical language to all levels across the business, both to colleagues and key stakeholders.
• Experience in troubleshooting issues.
• Strong communication skills both written and verbal.
• Strong workload management and prioritization skills.
• Have experience in the following: TeamViewer Remote Support, Microsoft 365, Modern SharePoint, Active Directory & Azure Active Directory plus Microsoft Intune & Autopilot.

If this role sounds like the ideal role for you, Apply Now!