Information Technology Technician

Job Title: IT Technician

Location: Gateshead Team Valley, UK

Reports to: Business Systems Manager

Function: IT Support

Salary: Competitive

We are a forward-thinking company located in the Gateshead Team Valley, committed to maintaining and developing our business IT systems. We value innovation, teamwork, and continuous improvement.

Job Description

We are seeking a dedicated IT Technician to join our team. As the first point of contact for IT support, you will play a crucial role in maintaining and developing our IT systems. Your responsibilities will include:

Duties & Responsibilities:

• Serve as the first point of contact for IT support within the organisation.
• Adhere to all company procedures and policies, ensuring health and safety protocols are followed.
• Collaborate with Shift Management to ensure IT-related tasks are performed to a high standard.
• Set up and test new and existing laptops and desktop computers, including installing necessary programs like Office 365.
• Update user desktop computers and laptops with new software and security patches.
• Administer Windows Server 2012 and manage company servers and virtual servers.
• Handle user accounts via Active Directory.
• Conduct research on tasks based on issues raised or for new hardware/software.
• Perform regular backups of the File Server and restore files as needed.
• Troubleshoot issues, including printer jams and clock-in machines.
• Create and test CAT5e/CAT6 cables.
• Procure hardware and peripherals.
• Provide software support for systems including SAP, Clearmark, and Myrias.
• Train IT users and liaise with Group IT on specified projects.
• Continually improve IT knowledge and identify areas for business improvement.

KPI’s:

• Ticket resolution on first contact over 50%
• Ticket resolution within 3 days over 70%
• System Uptime
• Issue Resolution time

Skills & Experience Required

Strategic:

• Evaluate and apply technical information.
• Learn new skills quickly and integrate them effectively.
• Handle change and uncertainty with resilience.

Operating:

• Prioritise critical information and respond appropriately.
• Manage multiple activities and resources to achieve goals.
• Improve business processes to meet immediate and future needs.
• Manage time effectively to complete tasks.
• Provide colleagues with necessary information and eliminate roadblocks.
• Exercise good judgment under tight deadlines.

Energy and Drive:

• Achieve set goals and inspire others to do the same.
• Be energised by challenges and opportunities.

Organisational:

• Represent the company confidently and professionally.
• Aspire to advance within the organisation.
• Understand organisational culture and politics and adjust style accordingly.

Personal and Interpersonal:

• Negotiate firmly and diplomatically.
• Communicate a compelling vision and sense of purpose.
• Maintain a strong customer focus.
• Relate effectively with both executives and operators to drive teamwork and communicate goals.
• Collaborate with peers to solve problems.

Qualifications:

• Proficient in the support and configuration of Windows desktop and server operating systems.
• Strong organisational and interpersonal skills.

Experience:

• Proficient with Microsoft Office suite.
• Experience with maintaining print servers and their linkage to network printers.
• Strong problem-solving and technical documentation skills.

Quality Assurance & Training

• Carry out duties in accordance with Quality Assurance procedures.
• Contribute to improvements in the quality of department activities.
• Participate in training as required.

Health, Safety and Environment

• Perform duties safely in accordance with Health & Safety policies.
• Be safety-conscious and report any hazards to the HSE representative.