IT Support Officer

You will be working with a team of 9 other IT support staff responsible for first and second line call resolution for the Dandara group, supporting over 750 staff geographically spread throughout the U.K, Channel Islands, and the Isle of Man.

The primary purpose of the role is problem resolution for our customers, responding to telephone and email enquiries and providing excellent customer service and support for our end users. Logging support and request calls and dealing with them appropriately., Provide hands on 1st and 2nd line application and technical support. This includes:

• Responding to client issues, installing (& imaging), configuring, diagnosing, repairing, maintaining and upgrading all PC Software, Operating Systems, Hardware, AV & telephony equipment to ensure optimal performance
• Performing system administration, support and development for applications and systems. This includes reporting of global server backups, escalating to management if any issues are not resolved quickly
• Logging, documenting and managing all incidents using an Incident Management tool
• Maintain the inventory of all hardware and software, to ensure licence compliancy.
• Ensure SLAs are met and process and procedures followed
• Perform system administration, and support for 'local' applications systems and applications
• Ensure incidents, problems and all non-technical documentation are kept up to date
• Interact with internal teams, external third-party vendors, and hosting providers to troubleshoot and resolve potentially complex problems
• Follow and help to continuously improve IT policies, processes and standards (e.g. problem and incident management, service levels, change control, security and auditing, release, configuration etc).

You should be experienced with Windows 11, Office 365, have LAN/WAN network experience but primarily, must be exceptionally customer focused.

Professional qualifications: Microsoft, Cisco, VMware, CompTIA, will also be considered favourably as will a degree-based qualification in computing science or engineering. Primarily the recruitment process will be candidate driven.

The position is based in our Isle of Man Headquarters. There will be the requirement to occasionally travel to some of our satellite sites in the region and therefore a driving license and vehicle will be necessary.

Due to the nature of the construction industry our network is always expanding and changing, our technology is a direct reflection of this and thus the job offers plenty of room for creative thinking. Working with new and up-to-date technology is a consequence of our dynamic environment and ever evolving systems.

Skills and Experience

• The job holder will have a good, rounded knowledge of IT, especially in Cloud technologies (O365 / Azure etc) and have excellent customer service skills.
• Previous experience in a similar service desk role beneficial, but not essential.
• Educated to degree standard in a computer related degree or equivalent experience favourable.
• Certifications in MS Operating Systems, A+ Certification, Network+ and MS Office 365 applications desirable.
• Experience in a hands-on application support role beneficial, providing services to agreed SLA's and OLA's
• Experienced in managing multiple issues, stakeholders and priorities a must

Knowledge of supporting & administering:

• Cloud based (Azure) and on-prem Microsoft environments
• Productivity suites (Office 365, Teams, OneDrive, SharePoint Online, Exchange Admin etc - Microsoft Flow beneficial),
• Mobile technologies (iOS, Android, Intune / MDM / MAM)
• Windows 10/11
• Active Directory inc Group Policy Management
• Windows Server knowledge (2016 and above)
• Good understanding of Networking
• Scripting (e.g. PowerShell) skills advantageous.

• £Competitive basic salary
• Discretioanry Bonus Scheme
• 33 days holiday (inclusive of bank holidays)
• Private Medical Insurance
• Employee Assistance Programme - EAP
• Health Hero digital doctor - 24 hr virtual help and appointments
• Health Assured Wisdom App
• Competitive parental leave
• 3x salary life assurance (paid option to increase to x4)
• Cycle to Work Scheme
• Employer matched pension scheme of up to 5%
• Flexible benefits including shopping vouchers, airport parking and reduced gym membership

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