IT Technical Support Specialist

Employer Information

Randox

E: recruitment@randox.com

T: +44 (0) 28 9442 2413

W: https://www.randox.com/

IT Technical Support Specialist (22N/ITTE)

Location: Antrim Town, Science Park. Shift Pattern: Monday – Friday, 8:40am – 5:20pm

We are currently recruiting for an IT Technical Support Specialist to join our Team based at the Randox Science Park in Antrim.

The Role:
PC's / Laptops

•    Hardware Support including associated peripherals 
•    Software – Operating Systems such as Windows 7, 10
•    Applications – Office 356, AD, SCCM, SAGE, SAP, Sophos
•    Printing – Print Server Configuration, connection to appropriate printer, access to colour if approved, locked print jobs / Equitrac
 
Servers
•    Hardware Support – Hard drives, Motherboards, Memory, Processors etc.
•    Software – Operating System – Windows 2000, Windows Server 2003, Windows Server 2008 etc.
•    Databases – Access, MYSQL, SQL
•    Applications – Exchange 2000 / 2003, SAGE, SAP, CRM 
•    Maintenance – Service Packs, Updates, WSUS, SCCM
•    Virtualisation – VMware
 
Networks
•    Patching – Servers to switches, PC's / Telephones to wall points, patch panels to switches etc.
•    Switches – Routing tables, VPN routing, addressing scopes, Power Over Ethernet (PoE)
•    WAN – SSL VPN, Net Extender

User Needs: 
​​​​​​​•    Active Directory / UAM – Account creations, file store permissions, group policy assignments and memberships.
•    Application Management – User access, user configuration and functionality
•    Training – System usage, application functionality, local and global connectivity
•    Creating, updating and monitoring of user tickets using E-Ticketing System
•    Incident & Problem Management
•    SLA & KPI Management – Ensure tickets are prioritized, with users are kept up to date on progress
•    Ensure the department procedures are following at all time. 

Additional tasks:
​​​​​•    Projects – Take partial ownership, research and collation of material relevant for a project
•    Documentation – Ensuring maintenance relevance and accuracy
•    Information Security Management – IT systems access, site access this includes but is not restricted to door and alarm control, monitoring telephony and when requested CCTV solutions, assist in investigation of systems violations.
•    Adherence to company Positive Work Environment Policies, health & safety procedures, and the maintenance of a safe working environment.
 
The Candidate:
Essential

•    1 – 2 years' experience in a Service Desk Role
•    Excellent knowledge of Microsoft operating systems
•    Excellent Troubleshooting skills
•    Excellent knowledge of Microsoft products (Word, Excel, Access) /0365
•    Knowledge of security / access systems
•    Experience in CRM IT Service desk systems
•    Experience of ITIL / Reporting / Incident Management
•    Experience using remote support tools
•    Must have a clean and valid driving license
 
Desirable
•    Ability to mentor less experienced peers 
•    Ability to manage and de-escalate upset customers, own escalations to resolution 
•    Strong analytical, process-oriented, evaluative and problem-solving abilities 
•    Ability to effectively communicate with customers with varying levels of technical expertise 
•    Excellent customer service and communication skills 
•    Ability to understand and resolve complex technical issues 
•    Ability to document process, act as a Subject Matter 
•    Expert (SME) and deliver peer training

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