IT Technician

Tewkesbury

Temp or Temp to Perm Opportunity

Immediate Start

A family business with 85 years’ history - is looking for a confident and knowledgeable professional to support the Business Intelligence and IT Manager in delivering first-line technical support across head office and the external depots. An exciting time for the business, we are currently transitioning to new software in our Sales departments which requires additional support, coaching and data input; and we have recently taken over two small London depots to join our sites in Cheltenham, Hereford, Shropshire, Conwy and Gaerwen.

As the first point of contact for technical issues you will excel at fault finding, ensuring the network is well monitored and maintained; resolving basic issues in a timely manner, and escalating tickets to our external support team and suppliers where necessary. Confident to deal with all levels of the business from office staff and sales teams to field staff, management and directors, you will be adept at communicating in clear language, imparting complex ideas and methodology in laymen’s terms.

Based at head office in Tewkesbury and reporting to the IT Manager, key skills for the role include:

A broad understanding of network solutions, remote desktop connection, server management and office-based telephony systems

High level Microsoft Excel skills including pivot tables, lookup, macros and formula alongside advanced Outlook, Exchange, Office 365 and Visio; ability to quickly understand bespoke software solutions

Excellent customer service skills and the willingness to take on independent projects as directed; motivation to work proactively and using initiative to solve issues as they arise

Main Duties & Responsibilities:

Act as the first point of contact for technical issues raised across head office and external depots, ensuring general fault finding procedures have been completed before escalation takes place

Monitor the network: keeping hardware fault-free, maintaining supplies and resolving basic issues in a timely manner

Ensure all tickets received via telephone and email are logged into the help desk system and progress notes are added to all calls; manage problem calls through to completion, escalating to the appropriate second and third line support team via external suppliers

Implementation of advised fixes in conjunction with off-site support

Fault finding across network, printer, desktop & laptops, and associated infrastructure

Software and hardware setup and optimisation

Update and maintain the IT asset register, conducting annual inventory

Liaise with third party suppliers, ensuring communication lines are clear & open while fostering positive relationships with contacts

Assist the IT Manager in delivering new projects in line with the business needs in a timely manner, with accurate data input, keeping all parties appraised of any issues as they arise

Work to proactively improve and streamline internal workflows, identifying opportunities to replace extraneous process or implement new solutions

Take responsibility for the new starter and leaver processes, creating profiles for employees joining the business, and terminating access on departure

Setting up email access and creating usernames and passwords; troubleshoot password reset issues

Assist with online training solutions & implementation

Occasional travel to other depots in order to provide in-person support, coaching and guidance; setup of equipment and networking on-site

Assist with data input, reporting and system update cycles i.e. price file updates

Administration of paperwork including internal phone directories; compliance, reporting and data compilation as required by management

An intermediate level position which offers the opportunity to expand your knowledge and gain experience in all things IT, this role would suit a recent graduate from college or an apprenticeship in an IT-related field. You will be level 3/4 ICT qualified and provided with support and further training via on the job coaching and experience.

We also offer benefits including:

Competitive salary

Cycle to work scheme

30 days’ holiday inclusive of Bank Holidays

Refer a friend - potentially receive £500

Additional day of holiday after 3 years’ service

Employee shop - discounted products

Group personal pension scheme

Health and wellbeing benefit