IT Support Technician

Job description

Job responsibilities

• Provide First line IT support, including 2 days per week at our Banbury Cross practice.
• Deliver technical support via phone, email and deskside to staff across Principal Medical Ltd, covering systems such as:

- Office 365 and Email

- Windows 10/11

- Laptop and desktop setup/deployment

- Smartphones and tablets (iOS & Android)

- Hardware (laptops, desktops, smartcards, printers, scanners)

- User account management (Active Directory and other accounts) Network folder access management

- Bespoke system account and permission management

• Log detailed incidents and service requests in the service desk tool.
• Assign and escalate incidents to internal or external teams (2nd or 3rd Line Support) as needed, collaborating to resolve complex technical problems and enhancing your expertise for future use.
• Investigate support issues, escalating when necessary to appropriate teams
• Liaise with third-party suppliers to resolve issues and provide customer updates. Escalate unresolved issues to 2nd and 3rd Line Support.
• Manage user lifecycle processes (joiners, movers, leavers) and support corporate induction events.
• Generate reports from ITSM software for management upon request.
• Assist the IT team with daily backups and file restorations.
• Contribute to the development of knowledge base articles and standard operating procedures (SOPs).
• Manage your workload independently, with guidance from senior team members.
• Perform additional duties as agreed with the Digital and Technology Manager

Person Specification

Qualifications

Essential

• GCSE (or equivalent) in English and Maths (grade C or above) or relevant experience in a similar role.

Desirable

• ITIL qualification or training

Experience

Desirable

• Experience in a service desk team
• Experience in issuing equipment and training users

Skills and Competencies

Essential

• Knowledge of Windows 10, Apple iOS, MS Office, web browsers, and internet technologies.
• Strong communication and interpersonal skills

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Principal Medical Limited

Address

Principal Medical Ltd

3 Barberry Place

Bicester

Oxfordshire

OX26 3HA

Employer's website

https://www.principal-medical.co.uk (Opens in a new tab)