Job Specification

Objective: 

Reporting to the IT Support Team Manager, the primary duties of the post will be to provide fundamental second line IT support ,ensuring the progression and swift resolution of calls logged with the IT Service Desk and delivery of superior services in line with Service Level Agreements, while managing our colleague's expectations. 

Throughout the IT service desk process, the post-holder will be a point of contact with the end-user, maintaining ownership of the original fault, providing timely updates, ensuring the identified fault is assigned the correct level of priority and attention. The IT Service Desk comprises a team of engineers covering all support tiers and abilities. We also work closely with a consultancy resource team that focuses on new project delivery. 

This demanding support position calls for excellent customer service skills and the ability to articulate solutions clearly and confidently to our end-users, requiring a broad technical knowledge across a range of technologies. The role is based in Ipswich, supporting over 200 users across the UK and Ireland. There may be times when the post-holder will liaise with our German parent company and be prepared to work closely with all areas of the Bauder group of companies. 

Duties and Responsibilities:

• Deliver a second line support function, handling escalated calls and cases from the first-line Service Desk or the IT Support Team Manager 
• Administer and maintain system infrastructure, including Active Directory, Azure AD, LAN, Internet access, firewalls, and Exchange/Office 365 
• Complete proactive works, including but not limited to Windows and desktop application patching, network device firmware updates, system security management, the creation and maintaining of system documentation 
• Respond to any escalated server and network performance monitoring alerts, taking any necessary actions to resolve 
• Troubleshoot and resolve complex issues in a methodical manner 
• Be involved in the management of relationships with third parties and suppliers 
• Assist with planning and recommending enhancements to ensure that IT capacity meets current and future business requirements in a cost-effective manner 
• New desktop and laptop setups, including project implementation tasks. The work may be performed remotely or in the office, depending upon the scope of works and the end-users location 
• Keep operational documentation up to date 
• Attend external sites for issue resolution and pro-active maintenance 
• Out-of-hours and/or on-call working may be periodically required 
• Any other duties deemed reasonable and commensurate to the scope of the role

Person Specification: 

• A strong desire and focus on continued improvements to the department and personally 
• A desire to be part of an overall team and achieve team goals 
• To continually strive to improve the overall team effectiveness 
• A strong communicator without being overly technical  
• Confident mentor of other members of the Service Desk and IT department 
• Possess a natural aptitude for troubleshooting and problem solving 
• Proven ability to work under pressure in a team with changing demands or priorities 
• Solid time management and self-motivation skills 
• A lateral thinker 
• A strong desire to keep up to date with current industry trends, emerging technologies and best practices 
• Must be able to demonstrate a 'colleague first' approach to support 
• 3 years+ experience on a helpdesk, technical support or similar role
• Access to own vehicle required