IT Support Technician, Based in Sittingbourne, Kent -
Onsite work required initially, transitioning to approximately 2 days per week onsite, target is WFH 3 days per week
Monday to Friday, providing 8 hours of coverage per day, with shifts alternating within the support desk hours of 8:00 am to 5:30 pm
£26,000 + enhanced pay benefit of approximately £4,000 for on-call duties.
As an IT Support Technician, you will provide outstanding first and second-line technical support to both internal and external users, ensuring the smooth operation of IT services. This role is pivotal in maintaining operational efficiency and in fostering a culture of exceptional service within a dynamic team environment.
The Digitech team provides support, IT services, in-house development projects and implementation projects to the rapidly growing COOK business, spanning over 100 shops, 1000 concessions, a thriving website, over 1800 team members, 5 kitchen (manufacturing) and distribution sites. We’ve been continually investing in and rapidly expanding an IT footprint covering everything from ERPs to cloud AI-based support systems.
Requirements
* Provide efficient and empathetic first and second-line support to users, translating technical issues into easily understandable terms.
* Conduct proactive and regular reviews of IT processes to identify and implement improvements, aiming to minimize recurring issues.
* Maintain and enhance relationships with key vendors, ensuring cost-effective procurement of IT hardware and services.
* Manage and execute small to medium-sized IT projects aimed at enhancing the overall service quality.
* Resolve issues efficiently with a proactive and positive attitude
* Communicate effectively with everyone and be able to convey technical concepts to non-technical audiences.
* Work well under pressure and adapt to changing priorities.
* Participate in an on-call rota for weekend support, ensuring availability for urgent issues. Inclusion in the rota will commence once fully trained and up to speed with business processes. This role offers an enhanced pay benefit of approximately £4,000 for on-call duties.
Good to Have
* You will have a solid understanding and experience in troubleshooting Microsoft Office / Office 365, hardware maintenance (including printers, desktops, laptops), and basic IT networking (TCP/IP, DNS, DHCP, VOIP, Wi-Fi). Familiarity with advanced networking concepts (VLANs, switching, routing, security) is advantageous.
* You will have experience with Windows Server environments (2012 / 2012 R2 - 2022), including administration and support.
* Occasionally, during peak times or other absences more onsite days may be required.
* You will have a full UK driving license and access to your own vehicle as you will be providing support across multiple sites.
* Occasional travel to other sites in Kent and infrequent nationwide visits to shops may be required.
About COOK
* COOK is a pioneering frozen food company, since 1997 we’ve been making remarkable food for your freezer, prepared by hand at our Kitchens in Kent (savoury) and Somerset (puddings) using the same ingredients and techniques you would at home. It means our food looks and tastes homemade maybe even a bit better.
* We’re market leaders and (more importantly) our food tastes incredible. We have over 90 shops and a rapidly growing online business.
* We’re independent (family-owned) and always will be because it allows us to do things the right way, not the fast way. We believe in business as a force for good in society and have certified as one of the UK’s first B Corporations to help us measure what matters when it comes to our impact on our environment, our people and our community.
* We share 5% of our annual profits with staff.
INDHP