IT Support Technician

IT Support Technician

Location:
Haywards Heath or Salford Quays
Salary:
Up to £33,000 (depending on experience)
Department:
Technology
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We’re looking to add an IT Support Technician to our super-talented Technology team in Haywards Heath, West Sussex or Salford Quays, Manchester. Exciting things are happening here at First Central, as we continue to grow our business and invest our technology capability.

The role will  has elements of a second line support type role and is ideal for those in a first line role looking for their next move.
 
The successful candidate will join a team of technicians who provide support across our internal business, sites and includes the new hire IT process. Strong communication skills across a diverse stakeholder group are key.
 
Job responsibilities
  • Deliver and maintain the desktop, telephony and application infrastructure so that it’s supported, and failures minimised
  • Act as a central point of contact for the key stakeholders for each location
  • Log, analyse, triage and prioritise all IT incidents, problems and changes received via all communication channels into the team
  • Ensure that systems/applications /services in own area run and meet business Service Level Agreement (SLA) targets
  • Analyse incident, problem and change data to identify the underlying causes and propose resolutions via Service Improvement Plans
  • Ensure that the team processes and procedures are kept up to date and followed by team members
  • Assist with covering the supported hours via the desk and phone
  • Troubleshoot and manage the configuration of the existing technical capabilities to ensure that business requirements are met
  • Manage, support and coordinate on post-release critical issues through to successful resolution
  • Provide software support by resolving business users’ queries in their daily use of any supported software
  • Produce any necessary supporting documentation to enable technicians, developers and suppliers to develop extensions to existing or new technical capability
  • Ensure compliance with company and other relevant standards and regulations
  • Manage or support out of hours software upgrades/implementations and testing in conjunction with Business Change, Technology and other stakeholders
  • Record and classify received incidents and undertake an immediate effort in order to restore a failed IT service as quickly as possible
  • Provide second-line investigation and diagnosis of all incidents and service requests
  • Verify resolution with users and resolve incidents in the Atlas ITSM tool
  • Escalate incidents at risk of breaching SLA to Applications Support team leader
In addition to normal working hours Monday-Friday, employees performing this role are expected to occasionally work anti-social hours for specific project tasks and support other teams within Technical Services, which may include covering the phones.
 
Skills, knowledge & experience
  • ITIL Foundation V3
  • Good experience of enterprise software and application support and delivery
  • MCP (Microsoft Certified Professional) desirable
  • Telephony – Mitel or Avaya experience desirable
  • Excellent communication skills, both verbal and written
  • People management skills
  • Good time management and organisation skills
  • Problem-solving skills with the ability to adopt a logical approach to solving problems
  • Excellent technical skills
  • SCCM software deployment skills and awareness
  • Ability to configure and install desktop and laptop hardware
  • Solid knowledge of Microsoft operating systems
  • Experience in service desk / issue logging tools
  • MS Windows server experience
  • Knowledge of Service Management Techniques (ITIL)
  • Knowledge of web platforms / web applications
  • Self-motivated and enthusiastic
  • Ability to work on own initiative and as part of a team
  • Takes ownership and responsibility of issues
What can we do for you? 
We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

Employee benefit packages to suit your lifestyle, including a company pension scheme, group life assurance, enhanced maternity and paternity pay, professional subscription fees, the opportunity to buy additional holiday, health cash plan, help with travel expenses and the opportunity to take a paid day off each year to do charity work.

Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

If this sounds like your next role and a company you’d like to work for, what’re you waiting for? Apply today!


We’ve received some great feedback from employees on Glassdoor. Don’t believe us? Check out our reviews for yourself!

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glassdoor

75% of people would recommend a friend to work at First Central

Based on 87 Glassdoor reviews (January 2020)

Benefits

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Pension scheme

We offer a workplace pension scheme for all employees.

Get your birthday off

We give you an extra day off to celebrate your special day.

Generous holiday entitlement

All employees receive a generous holiday entitlement.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Holiday Extra

We give you the option to buy up to five additional days of annual leave.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.