Job Description



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Job Description

Job Title: 1st Line IT Support Technician

Reference: SUS2799

Salary: Grade E: £21,947 (pro rata) per annum

Hours: up to 37.5 hours per week

Fixed Term: Permanent

Base: Sustrans offices in central Bristol

Purpose of Job:

To provide first-line IT support to Sustrans’ staff, logging tickets and resolving common technical issues affecting staff and systems. To help deliver a customer-focussed IT helpdesk service to the charity within agreed SLAs and meeting relevant KPS. To work with the IT Support Manager and the rest of the IT team to ensure issues are resolved in a timely manner or escalated where necessary.

Place in Organisation Structure:

The postholder will report to the IT Support Manager.

Key Relationships:

Internal: IT Support Manager

Head of IT

2nd and 3rd Line Support Technicians

IT Project team

All other Sustrans staff

External: Suppliers and service providers

Key Responsibilities:

1. To work with the IT Support Manager and the rest of the IT support team to delivery an efficient, customer-focussed IT helpdesk service within agreed SLAs and meeting or exceeding relevant KPIs.

2. To respond to incoming requests for IT support by phone, e-mail or face to face within an agreed timeframe and in a polite and helpful manner.

3. To accurately log tickets using the IT helpdesk ticketing system.

4. To maintain ticket queues using prioritisation and time-management in order to ensure tickets are dealt with in an efficient and timely manner.

5. To use the IT call logging software to help ensure IT issues are logged and resolved in line with agreed levels of service.

6. To provide technical support and advice relating to IT to all staff.

7. To undertake systems administration of Windows desktops, laptops, applications and Windows Active Directory management.

8. To undertake basic configuration of network components including switches and routers.

9. To diagnose and resolve software and hardware problems on desktops, laptops and networks.

10. To support fixed line and mobile telecommunications.

11. To escalate hardware and software issues to other members of the IT team and external parties.

12. To assist in specific areas of IT security, including patching and anti-virus.

13. To develop and maintain documentation on all aspects of the IT operation.

14. To develop and support IT across the organisation through regular office visits and remote support.

15. To train staff in aspects of IT.

16. To promote the effective use of IT within Sustrans.

17. To undertake other ad-hoc tasks commensurate with the role as necessary.

Communication and marketing

18. To support and comply with the charity’s guidance on branding, tone of voice and key messages, positively contributing towards raising Sustrans’ profile.

Training and personal development:

19. To attend essential Sustrans training as required by the Charity.

20. To ensure own personal development by working to objectives set as part of the Charity’s appraisal process.

Health & Safety, Safeguarding and Equality, Diversity and Inclusion:

21. To support and comply with the organisation’s policy for the management of Health and Safety.

22. To support and comply with the organisation’s policies for the management of safeguarding.

23. To support and comply with the organisation’s policy and procedures relating to Equality, Diversity and Inclusion and apply principles of best practice in own role.

Other

24. To perform any other duties consistent with the nature and grade of the role as agreed with the line manager.

Working Conditions:

The role is based in an office in the centre of Bristol. Regular visits are required to other Sustrans’ offices throughout the UK.

Special Note:

This job description does not form part of the contract of employment, but indicates how that contract should be performed. The job description may be subject to amendment in the light of experience and in consultation with the jobholder.

Compiled by: Head of Information and Technology

Date: March 2019

1st Line IT Support Technician (SUS2799)

Personal Specification:

|Criteria |Essential |

|Qualifications, education and|Good standard of education or equivalent relevant IT training such as Comp TIA, Microsoft |

|training |Certified Professional (MCP) or similar. |

|Experience |Previous experience in similar role with broad experience of IT Support Service – taking calls, |

| |logging and completing support tickets, fault-finding and resolution, trouble-shooting. |

| |Working to SLAs and managing service tickets to ensure KPIs are met.. |

| |Windows 7 and 10 desktop support and basic Active Directory management. |

| |General IT 1st line support. |

|Skills and abilities |Able to identify and prioritise work efficiently. |

| |Excellent verbal and written communication skills. |

| |Excellent problem analysis and solving skills. |

| |Good time management and prioritisation. |

| |Ability to remain calm under pressure. |

|Knowledge |Helpdesk ticket systems. |

| |Trouble-shooting Windows 7 and 10. |

| |Installation and configuration of MS Office (2010 or later) and similar software packages. |

| |Workstation, laptop and mobile device hardware – fault finding and resolution. |

| |Anti-virus and security products such as Sophos, Symantec and others. |

|Other |Committed to the ideals of the organisation. |

|Criteria |Desirable |

|Qualifications, education and|Training towards MCSA, MCSE or other professional qualifications. |

|training | |

|Experience |Experience of Sustrans Infrastructure, IT systems and custom processes. |

| |Exposure to Virtualisation technologies - VMware |

| |Windows Operating System deployment via WDS to facilitate software deployment. |

| |Networking technologies such as; DNS, DHCP or other associated Internet technologies. |

| |Exposure to basic network hardware and experience of patching. |

|Other |Familiar with Intranet Solutions such as Orchidsoft or similar. |

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