Key Responsibilities:
- Provide advanced technical support, troubleshooting hardware, software and network issues
- Escalate complex issues to third-party support services where necessary and manage these interactions
- Maintain accurate records of issues and resolutions using the service desk ticketing system, as well as the drafting and upkeep of work instructions
- Ensure timely follow-ups, keeping the business informed of progress on issues and requests
- Lead IT projects, including hardware and software rollouts
- Proactively contribute to the continuous improvement of IT services and processes
Required Skills & Experience:
- Extensive experience in an IT Service Desk or technical support role
- Excellent troubleshooting and problem-solving skills
- MS Windows 10/11 desktop configuration and support
- Active Directory configuration and management
- MS365 Administration
- MS Windows Server configuration and management including Hyper-V environments
- Sound understanding of networking concepts (e.g. DNS, DHCP, VPN)
- Cisco IOS network device management, configuration and fault diagnosis (Switches/APs/Firewall)
- Group Policy Management
- Managing work packages and projects
- Providing second level support and mentoring to Support Technicians
- Strong communication and interpersonal skills, with the ability to communicate with both technical and non-technical audiences
- Ability to prioritise tasks and work effectively under pressure
Beneficial Skills & Experience:
- Cisco Telephony
- Sophos Central Anti-Virus and Threat Protection
- VEEAM Backup and Replication
- Maas360 Mobile Device Management
Working hours are 40 hours per week Monday - Friday 08:00 - 17:00
This role will require participation in the IS on-call rota. Employees are required to be available for 24-hour support. On-call commences at 17:00 on the first Friday, and finishes at 08:00 on the second Friday of their rostered week
Salary - £35,000.00 per annum +£2,400.00 on call allowance per annum
If you would like to apply for this position, please email your CV and a brief cover letter to recruitment@kettle.co.uk