Senior IT Support Technician [ 12 month Fixed Term Contract]

Role Based - Paddington Office, London

We are looking for an experienced IT professional to join our team and provide second line support across our European offices.
The role provides day-to-day IT support to the JCB offices in Europe and also performs the installation, repair and preventative maintenance of hardware, software and network systems. The role is also responsible for managing User IDs, IT processes and related systems as well as meeting customer satisfaction and continuous service delivery demands. Provides research and support for new technologies to be used within our environment. The role leads on significant projects, programs and business initiatives.

Key Responsibilities

• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service as soon as possible; escalating incidents to third line support teams where necessary.
• Analyse and evaluate computer network design, operating systems and/or business requirements; and identifies areas for network, database, and/or operating system improvements and upgrades; or the development of technical solutions to automate and/or improve business processes.
• Prepare reports, correspondence and other documents; participates on committees and task forces; attends meetings, conferences and training sessions.
• Create, maintain and publish relevant support documentation in order to assist all employees in the quick resolution of their incidents and service requests and enable users to become more self-sufficient
• Carry out in-depth research to reveal new and better methods of handling functions within the department; keep up with trends in the constantly evolving information technology industry
• Install and configure new IT equipment; resolve incidents and upgrade different types of software and hardware; resolve incidents with printers, copiers and scanners.
• Perform regular IT audits to discover areas of weaknesses and reinforce them.
• Ensure that the company’s data and information are protected from unauthorised access.
• Assist all users with any IT related incident as required; supervise repair and maintenance of all IT gadgets.
• Manage the IT new starter and leaver process, from end-to-end; liaise with relevant stakeholders and maintain the records
• Manage the User ID lists; maintain IT and Systems lists; review the lists periodically and update as required.
• Maintain a first class level of customer service ensuring that all customers (internal and external) are treated efficiently and in an appropriate manner.
• Lead or participate in projects as required.
• Provide induction training and on-going support to new and junior team members as required to ensure objectives are achieved.
• Build and strengthen relationships with key stakeholders in Europe and THQ

Skills and Knowledge

• Working knowledge of M365, Azure
• Working knowledge of Citrix VDI solutions
• Working knowledge of Microsoft Exchange Server technologies and administration
• Good understanding of IT client infrastructure operations
• Practical knowledge of IP networks, subnets and VLANs
• Knowledge o internal and perimeter (firewall) security configuration and practices
• Knowledge of general IT security practices and willingness to constantly update knowledge
• Strong administrative skills
• Ability to multi-task, working on more than one issue simultaneously.
• Able to carry out tasks with little or no supervision.
• Excellent verbal, written and customer communications skills with technical and non-technical end-users.
• Knowledge of Microsoft Office, Excel, and other applications.
• Ability to troubleshoot issues quickly and find solutions to solving them independently in a timely manner.
• Strong skills and ability to troubleshoot issues quickly and find solutions to solving them independently in a timely manner.
• Strong analysis, technical, planning and organisational skills.

If you thrive in a dynamic environment and have strong technical and project management skills, we want to hear from you.