To provide remote and onsite Technical Support for internal and external  users of IT and Computer Systems.

Supporting Windows Server, Small Business Server, XP and Vista based implementations.

As well as providing day-to-day support you will help to advise customers on IT strategy, create and implement networks, and build servers/PC's.

You will be involved in both Project and Customer Support activities as well as helping to maintain and develop the company's internal systems.

To provide advice, when required, to the 1st line support engineers and deal with escalated incidents.

Main responsibilities

Providing technical support to our customers in order to resolve their issues quickly and effectively.

Logging and updating of all support calls to ensure that all Support Cases are logged, prioritised and resolved as quickly as possible and providing the Customer with updates and information along the way.

Liaison with external hardware and software vendors in order to select or support a customer Support Case or Project requirement.

Manage customer expectations and experience in a way that results in high customer satisfaction.

Project based activities:

The Support and Project work will typically include selecting, designing, installing, maintaining, troubleshooting and upgrading computer hardware, software, applications, storage, backup solutions, printers, networks, other peripheral equipment and hosted business systems.

To design and implement IT and Computer solutions for our external customers.  This work will typically be done as an implementation Project.

 To help with the selection of the most appropriate hardware/software/technical solution to meet Customer requirements.

 Plan and coordinate Projects to ensure that effective solutions are delivered within agreed timescales and costs.

Provide any necessary documentation and support following implementation to end users.

Internal activities:

To ensure that the internal IT, Website, Network, Hardware and Software is maintained to support the overall business.

Assist with the planning, design, research and acquisition of new or upgraded hardware and software systems.

Maintain current knowledge of hardware, software and network technology and recommends modifications as necessary.

To undertake other duties as may be reasonably requested by the Head of IT and Computer Services

Knowledge, skills and experience required.

Education to degree level  (computing or IT qualification)

You will have or be at the level of at least one of the following MCP qualifications (or hold the MCSA/MCSE/MCITP):

a.    70-290 (Windows Server)

b.    70-291 (Implementing, Managing, and Maintaining a Microsoft Windows Server 2003 Network Infrastructure)

c.    70-293 (Planning & Maintaining Winders Server 2003 Network Infrastructure)

d.    70-640 (Windows Server Active Directory Configuration 2008)

 Experience

In addition to the Windows operating systems above we are looking for you to have experience in Networks (including routers and switches), Linux, TCP/IP, MS Exchange, Active Directory, Backup solutions and Antivirus software.

Experience of working on a variety of implementation projects

Experience of working with external software and hardware suppliers

Experience using network troubleshooting tools

Knowledge

 Excellent working knowledge of Microsoft products

Thorough knowledge of client/server technology

 Knowledge of virtualisation platforms in particular Hyper-V or VMWARE

 Skills

Excellent interpersonal skills and the ability to communicate effectively in writing, face to face and over the telephone with a wide ranging audience - particularly able to explain technical issues without using jargon

Effective prioritisation skills including the ability to juggle multiple tasks and conflicting priorities and work under pressure to tight timescales

Attributes

Customer oriented, confident, reliable, approachable & self motivated team player

Ability to think widely & challenge existing or traditional ways of working

Flexible, versatile and pragmatic approach to problem solving

A good listener with the ability to coach, coax, mentor and persuade all types of staff and customers at all levels of seniority

 Excellent organisational and time management

Flexible, versatile and pragmatic approach to problem solving and decision making

Additional requirements

Post holder must provide his or her own suitable transport, insured for business use and hold a full current UK driving licence.

Benefits

Salary based on experience up to £24,000 (plus overtime as per allocated rota)

Holidays - 28 days plus 8 Bank Holidays

Heath Insurance - on successful completion of probation period

Pension - Contributory pension up to a maximum of 4% (matched with employee contribution.  Dependent on successful contribution of probation period