1st Line Support Technician 13 views

1st Line Support Technician

Job Type : Permanent, Full Time

Salary :

This is a fantastic opportunity for a motivated 1st Line Technician with an aptitude for problem solving IT issues and has excellent customer support skills. You will be working as part of an onsite Services team delivering quality front-line support for a prestigious MoD contract, with a key focus on delivering to the customer within the agreed SLAs.
Note: Due to the work with MoD, full and current SC clearance is higly desirable however those with recently lapsed clearance will be considered.
In the role, you will cover a broad range of Device, Compute, Network and Application services, the prime responsibilities include multiple aspects of IT End User Support:
* Providing 1st line support to End Users based both on and off site – this will involve driving therefore a full, clean driving licence is required
* Resolution and/or escalation of faults reported within agreed SLAs
* Ensuring all actions carried out on tickets are recorded accurately in the Service Management toolset
* Managing IT assets (e.g. laptops, printers, monitors, etc.) accurately in the Service Management toolset
* Managing users, computers, and group membership within Active Directory
* Support and troubleshooting of Microsoft Operating Systems (e.g. Windows 10)
* Imaging and updating end user devices in line with local policy
* Installing and updating end user software applications
* Issuing End User Devices and providing introductory training to multiple users at a time
* Development of work instructions that can be operated and managed by the 1st Line Support team
* Deploying, supporting, and maintaining IT Devices (Laptops), Print services, Audio Visual services and Operating Systems (Microsoft Windows 10)
As with all personnel within the business, the individual will also be required to show:
* A commitment to comply with the Company’s Information Security Policy
* A commitment to promptly report any security weaknesses or incidents
* A commitment to adopt and maintain a Health and Safety culture within the Group
Essential Experience
* You are able to demonstrate significant experience of providing Tier-1 support covering ITSM standards in Incident, Problem and Change Management
* Working in a desktop support environment, with special focus on configuration and configuration management tools; especially Microsoft OS
* You should have broad knowledge of IT and communications services and technologies
* ​​​​​​​Detailed technical knowledge of the following: Supporting and configuring End user devices, Microsoft Operating Systems, Active Directory
Desirable Experience
* You have experience of working in a Defence-based environment
* You can show a deep understanding of the MOD’s ICS security policy
* Awareness of ITSM/ITIL Policies and Processes
* Active Directory administration
Essential Qualifications
Minimum A-C English and Math GCSE (or equivalent)
Desirable Qualifications
ITIL v4 Foundation
CompTIA A+
Microsoft Technology Associate IT Infrastructure and/or End-User Compute (Desktop) certification 

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