1st Line IT Support Engineer


Job Title: 1st Line IT Support Enginer
Employment Basis: Permanent, Full Time
Hours of Work: 9.00am - 5.00pm Monday - Thursday
- 9.00am - 3.30pm Friday
- 35 Hours per Week
Reports To: IT Manager
Department: IT
Direct Reports: N/A


Objective of the role: 

As a member of the IT team, you will help support users with general day-to-day IT issues across two sites. You will also be responsible for managing the back office systems; including monitoring backups, applying updates and patches and monitoring for any network issues. The role will also include configuring both hardware and software for use with company systems.

As part of this role you will be expected to help with maintenance and programming of the company's bespoke systems, such as the ERP system EFACS (full training will be provided). Support and maintenance of Microsoft Access databases will also be required.

The role will offer the successful candidate the opportunity to work on a variety of IT tasks across the business. You will be able to develop a wide range of skills as well as the ability to focus on and develop expertise in areas of interest that the business requires.

Job Definition

The IT Technician will support colleagues and carry out the following duties:

  • Help users with general IT Issues, such as printing issues, file issues etc
  • Assist in any queries with Microsoft Office products, such as Excel, Outlook, Word etc
  • Resetting passwords
  • Management of printers
  • Setting up user access to company systems
  • Office 365 administration / configuration
  • Assist with issues arising from the EFACS system
  • Network management
  • Hardware configuration - such as setting up PC's/laptops to access company systems (training will be provided), mobile phones, tablet devices etc

Administrative / Other

  • Provide absence cover for other members of the department
  • Assist the IT Manager with projects/tasks
  • Any other duty that may be properly deemed by the IT Manager to be part of the role.
  • It is important that all members of staff are prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of the business. The Managing Director reserves the right to redistribute duties and functions amongst members of staff from time to time and requests for such changes shall not be reasonably refused. 

Person Specification

Experience required:

  • Excellent telephone manner
  • Be a team player, able to work well and help out within a small team environment
  • Proactive, able to work on own initiative and problem solve
  • Professional, approachable, calm and understanding
  • Able to communicate effectively with colleagues at all levels
  • Willingness and drive to develop and take on new responsibilities
  • Excellent organisational skills - methodical with good attention to detail, able to manage time effectively and prioritise
  • Excellent interpersonal and customer service skills
  • Flexible - ability to maintain effectiveness in the face of changing needs of the customer

IT Experience required:

  • Windows Server 2008 and above
  • Previous experience working in a Windows Active Directory environment.
  • Strong knowledge of Microsoft operating systems 7 and above
  • SQL Database experience desirable
  • Microsoft Office 365
  • Good skills in MS Excel, Word, PowerPoint
  • Working Knowledge of MS Access desirable
  • Understanding of computer networks (LAN, WAN, Wi-Fi, DHCP and DNS).
  • An understanding of firewalls

Qualifications / experience

We would expect the successful candidate to have experience in a similar IT environment with emphasis on systems management. We are looking for someone with a desire to expand their general IT skills, with an interest in branching out into other roles, such as programming or data analysis.