2nd / 3rd Line Technician - IT Support Desk (Full Time): IT Document Solutions

To work as a member of the ITDS Managed Services support desk providing 2nd line plus 3rd line field based technical IT support to our IT managed services customers. In addition assist with supporting managed print services clients. Deliver Pre & Post Sales technical support relating to our IT managed service solutions to both our clients and the sales teams across the ITDS group. Be up to date and conversant with all current relevant technologies provided as a part of the ITDS Managed portfolio. Ensure team goals are met providing regular statistical reports to business unit managers plus liaise with the IT & Service Desk Manager and ITDS Managed leadership team regarding service desk process implementation & statistics, assisting with presales strategy & product set evaluation within the IT Services & Cyber Security space. Where needed attend client's site in a IT support capacity to resolve faults & issues., 1. Reporting to the IT & Service Desk Manager you will provide some 1st but predominantly 2nd & 3rd line technical assistance to our IT & Unified Communications clients being part of the day to day operation of the service desk team delivering the best level of client support, regular system updates & adopt best working practices. 2. Be conversant with service desk process & best practice to deliver a consistently high level & accountable client experience. 3. Have strong knowledge of managed IT hardware & software solutions plus infrastructure with regards to installation, troubleshooting & support being able to assist and escalate to software vendors as necessary ensuring any fault or issue is resolved in timely fashion. 4. Have a full operational understanding of Microsoft Office 365 & MS hosted platforms being able to provision and support the same as well as desktop and server operating system troubleshooting & maintenance. 5. Provide a sound general understanding of the IT / Cyber Security product stack able to deliver technical Pre-Sales client engagement plus 1st line support with vendor liaison. 6. Attend any relevant Microsoft technical training courses keeping product & process knowledge regularly updated. 7. Visit client sites as needed in a pre-sales or technical support capacity. 8. Undertake other duties appropriate to the post as directed by line management. You will be familiar with, and adhere to, the below company policies and procedures.

• Employee Handbook and associated company policies/procedures
• Departmental Code of Conduct and Operational Procedures
• Quality Environmental Health & Safety Handbook and associated company policies/procedures
In addition, to aid in any ad hoc project as requested and deemed necessary to support the business. The above list of duties is not exhaustive and is subject to change. The post holder may be required to undertake other duties within the scope and grading of the job role.


• Minimum of 5 GCSEs at Grade C or above (or equivalent)
• Degree Level is desirable
• Further education engineering/IT qualifications are desirable
• Cyber security qualification is desirable
• Microsoft associate or other qualifications a distinct advantage
Experience:
• Strong experience working in a similar role
• Significant experience in the IT Services sector
• Experience of working in an IT service desk team
• Experience in Cyber Security
Knowledge:
• Knowledge of the relevant industry
• Knowledge of technical support process
• Knowledge of managed print solutions is an advantage
Skills & Competencies:
• Excellent communication skills, particularly able handle client support calls professionally
• Ability to process and interpret complex information
• Strong prioritisation skills and ability to manage own workload
• Ability to work flexibly
• Team player
Personal Attributes:
• Self-motivated
• Ability to make decisions and use own initiative
• Ability to motivate and work within a team
• Creative, comes up with ideas
• Prepared to learn new skills
Other:
• Ability to use Microsoft Word, Excel and Publisher
• Experience using supplier portals & CRM systems
• Full driving licence (Manual) is essential
  
  Manor Royal Business District is the biggest business park of the Gatwick Diamond area and one of the south east's premier mixed activity employment hubs.
Enviable location and connections Situated at the heart of the Gatwick Diamond on the Sussex and Surrey county borders, just two miles from London Gatwick Airport, a major motorway junction (M23 Junctoion 10) and two mainline railway stations (Gatwick Airport and Three Bridges), Manor Royal is a popular choice for a diverse range of occupiers including a host of blue chip global brands. Manor Royal in numbers
• One of the biggest business parks in the South East.
• Covers an area of 539 acres - that's over 300 football pitches.
• 700 properties
• 500 businesses
• 30,000 people
Manor Royal more than a number Since the formation of the Manor Royal Business Group (MRBG), an association of Manor Royal based business and firms, being on Manor Royal means being part of something. You're never just a number. Manor Royal makes sense Scale, diversity, location and great connectivity with a property offer to match means Manor Royal based firms are never far away from their suppliers, customers and a talented workforce.