IT Support Technician

apartmentInawizdom placeCardiff calendar_month25/09/2024

Reports to: Director and Business Support Manager

Type: Full-Time, Permanent

The IT Support Technician will provide technical assistance to end-users across the organization, resolving hardware, software, and network issues. This role involves troubleshooting, diagnosing, and repairing IT systems and applications while delivering high-quality customer service.
The IT Support Technician will work closely with other members of the IT department to ensure smooth daily operations and contribute to system maintenance, upgrades, and security practices. The successful candidate will work 37.5 hours per week and will solely work for Inawizdom Ltd.

Please submit your CV and a cover letter outlining your qualifications and experience to faslu.rahman@inawizdom.com by 30 October 2024.

Requirements

Technical Support:

Provide first-line technical support to employees via phone, email, and in-person. Assist with troubleshooting and resolving hardware, software, and network-related issues in a timely manner.

End-User Assistance:

Respond to support tickets and helpdesk requests, guiding users through technical steps to resolve issues or escalate to higher-level support when necessary.

Hardware Installation & Maintenance:

Install, configure, and maintain computers, laptops, printers, and peripheral devices. Perform regular maintenance to ensure hardware is functioning efficiently and repair or replace faulty equipment as needed.

Software Installation & Configuration:

Install, configure, and update operating systems and software applications across various devices. Ensure that software is up to date and compliant with licensing agreements.

Network Troubleshooting:

Assist in diagnosing and resolving basic network connectivity issues (e.g., Wi-Fi, Ethernet). Support the setup of network devices, including routers, switches, and wireless access points.

System Monitoring & Maintenance:

Perform routine monitoring and maintenance of IT systems to ensure optimal performance. Identify potential issues and take preventive measures to avoid system failures.

User Account Management:

Create, modify, and manage user accounts, permissions, and access rights within the organization’s Active Directory or other account management systems.

Security & Compliance:

Ensure all systems adhere to security policies and procedures, including the installation of antivirus software, security patches, and updates. Assist in implementing data backup solutions and disaster recovery plans.

Documentation & Reporting:

Maintain detailed records of technical issues, resolutions, and IT asset inventories. Provide regular reports on recurring problems and suggest improvements to reduce future incidents.

Training & Guidance:

Educate and guide users on basic troubleshooting techniques, software usage, and best practices for secure IT operations. Assist in creating training materials and resources for end-users.

Qualifications:

Education:

A diploma or degree in Information Technology, Computer Science, or a related field. Relevant certifications such as CompTIA A+, Microsoft Certified: Fundamentals, or equivalent are advantageous.

Experience:

At least 1-2 years of experience in a technical support or IT helpdesk role. Experience in troubleshooting both hardware and software issues is essential.

Skills:
Strong knowledge of Windows and Mac OS operating systems.
Experience with Microsoft Office 365, email configuration, and productivity applications.
Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP).
Familiarity with Active Directory, user account management, and permission settings.
Proficient in troubleshooting and diagnosing hardware issues (desktops, laptops, printers).
Knowledge of remote support tools and ticketing systems (e.g., Zendesk, Jira).
Excellent problem-solving skills and ability to work under pressure.
Personal Attributes:
Strong customer service orientation with excellent communication skills.
Ability to explain technical concepts in a simple, clear manner to non-technical users.
Detail-oriented with a focus on accuracy and thoroughness.
Team player who can also work independently with minimal supervision.
Willingness to stay up to date with new technologies and industry trends.

Benefits

Competitive salary of £39,000 per annum.
Health and wellness benefits.
Ongoing training and professional development.
Pension scheme and company retirement contributions.

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