Line IT Support

Purpose of the Role To assist the IT Support team with the maintenance and support of Mpac Lambert IT systems including installation and configuration of hardware and software and end-user support. Key Accountabilities Provide a Helpdesk service to all end-users..., To assist the IT Support team with the maintenance and support of Mpac Lambert IT systems including installation and configuration of hardware and software and end-user support.,

• Provide a Helpdesk service to all end-users
• Install and configure hardware and software
• Carry out maintenance, repair and diagnostic activities when required
• Ensure network integrity including administration of operating system functions
• Comply with Mpac Lambert Service Level Agreements
• Carry out IT projects, Provide a Helpdesk service to all end-users by responding to issues over the telephone or at the end-users desk and maintaining a call log of helpdesk requests. This service will include trouble-shooting to identify potential issues with hardware as well as assisting end-users in the use of relevant software packages.
• Install, configure and maintain the IT Hardware, Network & Printers. This will include monitoring and analysis of servers; setting up new hardware and installing authorised software, testing all new products before they are applied to the business. This will ensure that all employees are able to carry out their work efficiently and effectively.
• Carry out PC maintenance, repair and diagnostic activities including ordering of equipment and consumables as required, liaising with preferred supplier for purchase of laptop and desk top PCs.
• Ensure network integrity by installing new software onto test machines/network before rolling out to end-user PCs. Review any proposed upgrades before installation and make recommendations on suitability or otherwise for Mpac Lambert. Regularly check network accounts and perform Active Directory clean-up to ensure that new users are correctly set up and that expired accounts are disabled to ensure against unauthorised use.
• Assist the IT team with disaster recovery and business continuity provisions to ensure that, should Mpac Lambert systems fail for whatever reason, it can quickly recover and resume business activities without significant detriment to either itself or its customers.
• Work with all Mpac Lambert colleagues to ensure compliance with ISO14001, ISO9001 and OHSAS18001 and support a culture of Lean and Continuous Improvement by complying with appropriate Standard Operating Procedures. This will ensure that Mpac Lambert retains its accreditation and maintains its position as a provider of high quality service and that its employees are working efficiently and safely.
• Work with all Mpac Lambert colleagues to ensure that our internal customer ethos is delivered and maintained through everything we do including right first time, on time and in full.
• Always demonstrate respect, integrity, trust and excellence in interactions with all colleagues, customers and suppliers in line with Mpac Lambert's internal customer programme.
  
  Flexibility
• Initiative
• Thoroughness
• Positive Self Image
• Self-Development
Role Specific Competencies
• Ability to Learn
• Analytical Thinking
• Self-Control
• Interpersonal Awareness
• Critical Information Seeking, Proven ability to work independently and as part of a team
• IT technical background with some commercial experience in a client/desktop support position
• Excellent interpersonal skills from a varied user base
• Strong all round understanding of IT
• Experience in maintaining, managing and trouble-shooting IT systems
• Strong customer service and communication skills
Desirable
• Experience of using software to meet business needs
• Good working knowledge of MS Office Applications
• Ability to manage own priorities and adhere to company set deadlines, Essential
• IT Service Applications - MS Exchange, SharePoint, Active Directory, Wi-Fi, VLAN & Microsoft Azure.
• Business Applications - MS Office apps, Fresh works, PowerShell.
• Mobile Device and Telephone Technologies - Android, IOS, Avaya IP Office
• Operating Systems - Windows 10/11, server 2012+
• IT Hardware - HP Client PCs, Servers and Storage & Polycom devices
Desirable
• Ability to manage their own time and workload
• Ability to manage cabling and switch infrastructure
Relationship and Reporting Line
• Reports to IT Administrator
• Working Relationships with: All end-users, PC Suppliers, Hardware Suppliers, Consumable Suppliers, Software Suppliers, Customers
  
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