About the role
About the role
Job Title: Senior IT Support Technician
Location: Sunderland (Office Based)
Salary: Up to £30,000
NRG are delighted to announce that we are working alongside a well-established full-service wealth management house delivering intelligent solutions for clients all over the UK.
The role is to provide 2nd and 3rd line technical support to the client’s internal and external users, ensuring their incidents are resolved in an efficient and professional manner and in line with service level commitments.
The post holder is responsible for the provision of technical support and maintenance to all supported IT business systems, hardware and applications. Fundamental to the role is the ability to offer exceptional customer service, through excellent written, oral and organisational skills, whilst delivering accurate technical resolutions to issues.
It is critical you manage your own time and workload to process multiple incidents at the same time, and ensure effective resolution.
Key Requirements:
Prioritising and assess the impact of new incidents via phone, email, Microsoft Teams and our help desk system
Incident and Queue Management
Implementing first time fixes and resolving technical issues at a 2nd and 3rd line support level
Provide mentoring to 1st and 2nd line support engineers
Liaising with colleagues and stakeholders to ensure that services are being delivered effectively and efficiently
Working within SLA’s whilst delivering efficient resolutions towards first time fix rates
Executing live changes to data and software in a controlled and authorised manner via approved change management procedures
Suggesting technical and process improvements to colleagues and Managers and implementing them as directed
Mentoring and guidance to internal and external users on technical and/or business knowledge
Working with and establishing relationships with third party service providers to ensure full end-to-end service provision
Take responsibility and ownership of incidents and requests and escalating where required to senior technical colleagues or 3rd party IT partners
Demonstrable documentation skills (reports, policies, procedures, workflows) as required and contributing to the creation of procedures
The role also requires to Act as a deputy to the IT Support Team Leader as and when required providing:
Management support
SLA reporting
Queue Management
Escalation to the Group Head of Infrastructure and Security
Job Requirements
Exceptional customer service skills
At least 1 years of experience working in a similar role
You must possess a full UK driving license and have suitable transport with business insurance
A good level of technical skill, with a fundamental understanding of:
Active Directory
Microsoft Office 365 Administration
Windows Server 2016-2022 Administration
Microsoft SQL Server Administration (Database, maintenance plan management)
SharePoint Administration (Sharing document library’s, editing permissions)
Management and maintenance of our Anti-Virus environment
Management and maintenance of our Intune Console
Vulnerability Management and resolution
Web/Application Filtering Administration
Networking, Network Access Control Administration
Microsoft Security Centre Administration
Prior experience working in a fast paced environment in a similar role
Excellent Communication and documentation skills
The ability to work well as part of a team and individually
Good decision making skills and display the willingness to make decisions, exhibit sound and accurate judgement and include appropriate people in the decision making process
The ability to set and achieve challenging goals
Good understanding of general desktop, networking and peripheral technologies
Extensive end user device hardware & printer support experience
Significant Microsoft Windows 10 and 11 Operating System skills and experience
Significant Microsoft Office Applications 2016 and 2019 skills and experience
End user device builds and configuration using Intune and automated deployment
Tablet and Mobile device configuration experience
Fault finding and troubleshooting skills essential and be logical and thorough in approach to incidents and requests
Act as a deputy to the IT Support Team Leader as and when required
ITIL Awareness
Understanding best practice around security
Benefits:
Salary dependent on skills and experience
Company pension scheme
Occupational Sick Pay
Training and support towards industry recognised certifications
Cycle to work scheme
If you are interested in this role, click 'apply now' and a member of our team will be in touch!