IT Support Technician
Paragraf’s patented contamination-free deposition technology delivers game-changing opportunities for the commercialisation of graphene by allowing us to manufacture high-purity 2D graphene sheets at scale.
Paragraf is the first company in the world to mass produce graphene-based electronic devices using standard semiconductor processes. We not only specialise in the manufacture of high-purity graphene but also its seamless integration into ready to use products that can be quickly adopted by our customers and partners to support the advancement of their technologies.
At Paragraf we are committed to materially transforming electronics through the development of high-purity graphene products that will facilitate massive improvements in the performance of technologies across all aspects of life.
Founded as a spin out from Cambridge University in 2017 with the aim of transferring the technology from the academic lab into a commercial entity. Since then, we have grown from one site in Somersham, Cambridgeshire and three employees to a team of over 100 people and an additional production facility in Huntingdon as well as sales teams globally promoting Paragraf.
Reporting to the IT Manager, you will assist a small IT team in supporting use of IT systems and equipment to enable Paragraf to achieve its vision of being the world leader in the development of graphene electronics technologies and products.The role is varied and will be exposed to all areas of IT, including general desk-help activities such as software and hardware support, as well as being involved in projects to expand Paragraf’s infrastructure and toolset.
Paragraf is a fast-growing company specialising in R&D in the field of material science and production of cutting-edge semi-conductors. IT staff are encouraged to learn about this fascinating technology to ensure that they understand the needs and priority of the business and can maximise the performance of the teams they support.
Key Responsibilities and Tasks:
- Assisting with management, escalation and resolution of IT support requests, ensuring adherence to service level goals and agreements.
- Assisting with IT project work to implement and improve business systems and processes.
- Configuring and deploying IT equipment (Laptops, PCs, mobile devices, printers, etc.) following IT processes and configuration guides.
- Creating and administering user accounts in IT systems, following formal approval process.
- Troubleshooting, diagnosing, and resolving issues with IT equipment and software and document in IT ticketing system.
- Performing proactive maintenance to ensure reliability and optimal operation of IT systems.
- Analysing and documenting existing business systems, processes and models and assist in our continual improvement programme.
- Documenting business change requests and work with IT support team to implement change in a controlled and secure manner.
- This is not an exhaustive list of tasks with ad-hoc work required
Requirements
Education & Qualifications:
- A Bachelor’s degree in IT or Computer Science related field is desirable.
- CompTIA (A+, Network+) or Microsoft certification in Windows desktop and/or networking or equivalent.
- Individuals with practical experience in IT without a degree will also be considered
Experience:
- Minimum 1 years’ proven experience working in an IT support role.
- Experience and understanding an IT service desk ticketing processes.
- Experience supporting users in Windows 10 and Microsoft Active Directory.
- Experience of working with a small team and utilising a broad range of knowledge to respond to technical issues proactively.
- Experience supporting CRM systems (especially Microsoft Dynamics 365 Sales).
- Experience supporting ERP systems (especially Business Central or NAV).
- Experience supporting Cyber Security solutions such as MDM, EDR, MDR, SIEM.
- Skills and knowledge:
- Strong attention to detail, taking pride in output.
- Methodical and logical approach to troubleshooting techniques and root cause analysis.
- Proactive, with ability to work from own initiative, whilst being comfortable asking questions or sharing problems.
- A strong team-work ethic and positive attitude.
- Familiarity with Microsoft Office 2016/365 (Microsoft Office applications, Teams, etc.)
- Understanding of IT Security best practice.
- Discretion and understanding of handling of confidential information.
Communication:
- Ability to communicate at all levels with both internal and external contacts
- Ability to present information clearly and appropriately for the audience
- Strong written and verbal communication skills, being able to document technical issues and solutions, and being comfortable explaining technical subjects to non-technical staff.
Additional factors:
- Respect and adherence to confidentiality and critical matters
- UK Driving licence is beneficial given the office location and the role may be required to travel between sites in the future
- Primarily this role will be working in the office environment full time, with occasional homework during projects subject to agreement.
- There may be some out-of-hours evening or weekend work required on occasion, to support maintenance or project work.
Benefits
At Paragraf we are constantly looking for new ways to support and reward our team. This is our current list of benefits, they are subject to change and review:
- Group Personal Pension Plan- Employer contribution 5%, Employee contribution minimum 4%
- Private health insurance on completion of probation
- Share Option scheme
- Death in service of 3 times salary and income protection on completion of probation
- 25 days holiday, plus bank holidays, and the chance to ‘purchase’ up to 5 additional days each year
- Personal and Professional Development Plans and support
- Employee Assistance Programme
- Cycle to work scheme
- Electric Vehicle Lease Scheme
- Payroll Giving scheme