* Hybrid flexible working
* Good opportunities for internal promotion
About Our Client
The client is a public sector client in the Midlands who are looking to recruit for their IT Support Team which has vacancies due to internal promotions.
Job Description
MAIN RESPONSIBILITIES:
* To provide level 2 and 3 technical support capability, to carry out appropriate customer problem solving activities, including invoking external support as necessary.
* To deliver an effective, high quality service to the organisation and all its customers. Research customer issues in a timely manner and follow up directly on recommendations and action plans for resolution.
* To manage and work with suppliers/partners to deliver an effective and efficient seamless service provision as required.
* To provide required documentation to the prescribed standard for the service teams and ensure any change in procedure and/or documentation is available to relevant parties at the earliest opportunity.
* To help to create new knowledge base articles to share information for reuse throughout the team and customer base (where necessary).
* To diagnose faults with technical systems and take appropriate action, escalating as necessary ensuring proper recording, investigation, identification and resolution.
* To maintain/enhance working knowledge of emerging technology and industry best practice, gaining knowledge and expertise through hand-on experience, self-study, and other agreed learning environments.
* To technically support the operation and control of the ICT estate as required to maintain, deliver and support IT services and products to meet the needs of the force.
* To be familiar with and support the aims and objectives of the team, department, contributing to the overall vision of the directorate and organisation.
* To take individual responsibility for fully understanding, and acting upon, situations that require the pursuit of purpose over process.
* To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.
* To delegate for the Specialist Technical Support Level 4 as required.
The Successful Applicant
SKILLS/EXPERIENCE REQUIRED
* ICT (Level 5) professional qualification or equivalent ICT qualification.
* Professional Management qualification (Level 5), or equivalent.
* ITIL certification in IT Service Management, or similar.
* Knowledge and understanding of Industry Best Practice and relevant guidelines such as ITIL v4.
* Significant knowledge of relevant IT technologies and applications their use and application.
* Substantial knowledge, acquired through hands-on experience, in a specialist technical support environment for both hardware and software.
* Desirable: Level 3 Team Leader/Supervisor qualification, or equivalent.
* Experience working within physical and virtual teams, helping to manage workloads.
* Substantial experience in problem solving, solutions development and system management.
* Significant experience of supporting a diverse user base on both hardware and software related issues.
* Complex issue triage, problem investigation and coordination to closure including major incidents.
* Significant experience of Microsoft Products, Network, VMware, Storage and Back-up, Storage, various OS environments and Business applications.
* Ability to drive complex application recoveries in a high pressured area.
* A positive "can do" attitude and flexibility in taking on a broad range of IT responsibilities and tasks at short notice.
* Good attention to detail
* Excellent communication skills
What's on Offer
On offer is:
* A competitive salary
* 28 days Annual leave + bank holidays
* Generous pension scheme
* Employee Assistance Programme
* Gym membership discounts
#J-18808-Ljbffr