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IT Support Officer (O911511)

Isle of Man

IT & Telecomms

Salary DOE

Full time / Permanent

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Job description


Our Douglas based client are seeking to recruit an experienced IT Support Officer to join a small but highly effective team.

The primary purpose of the role is problem resolution for customers, responding to telephone and email enquiries and providing excellent customer service and support for our end users. Logging support and request calls and dealing with them appropriately.

Role Profile

  • Provide hands on 1st and 2nd line application and technical support
  • Respond to client issues, installing (& imaging), configuring, diagnosing, repairing, maintaining and upgrading all PC Software, Operating Systems, Hardware, AV & telephony equipment to ensure optimal performance
  • Performing system administration, support and development for applications and systems. This includes reporting of global server backups, escalating to management if any issues are not resolved quickly
  • Logging, documenting and managing all incidents using an Incident Management tool
  • Maintain the inventory of all hardware and software, to ensure licence compliancy
  • Ensure SLAs are met and process and procedures followed
  • Perform system administration, and support for 'local' applications systems and applications
  • Ensure incidents, problems and all non-technical documentation are kept up to date
  • Interact with internal teams, external third-party vendors, and hosting providers to troubleshoot and resolve potentially complex problems
  • Follow and help to continuously improve IT policies, processes and standards (e.g. problem and incident management, service levels, change control, security and auditing, release, configuration etc)

Person Profile

You will have a good, rounded knowledge of IT, especially in Cloud technologies (O365 / Azure etc) and have excellent customer service skills. Other attributes will include:

  • Hold a valid driving licence and access to a vehicle
  • Cloud based (Azure) and on-prem Microsoft environments
  • Productivity suites (Office 365, Teams, OneDrive, SharePoint Online, Exchange Admin etc - Microsoft Flow beneficial)
  • Mobile technologies (iOS, Android, Intune / MDM / MAM)
  • Windows 10/11
  • Active Directory inc Group Policy Management
  • Windows Server knowledge (2016 and above)
  • Good understanding of Networking
  • Scripting (e.g. PowerShell) skills advantageous
  • Previous experience in a similar service desk role beneficial, but not essential
  • Educated to degree standard in a computer related degree or equivalent experience favourable
  • Certifications in MS Operating Systems, A+ Certification, Network+ and MS Office 365 applications desirable
  • Experience in a hands-on application support role beneficial, providing services to agreed SLA's and OLA's
  • Experienced in managing multiple issues, stakeholders and priorities a must

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