At Castelan we are the UK’s leading furniture repair experts and provide insurance, commercial and furniture care solutions tailor made that are trusted to meet the needs by the country’s top retailers, insurers, manufacturers, and leisure companies. We are building a dynamic team where every contribution matters from seasoned professionals whose expertise guide us, to bright new minds bringing fresh perspectives.
We are looking for IT Support Technician

KEY ACCOUNTABILITIES:

• Respond to hardware and software break/fix service calls and ensure equipment is fixed within the agreed Service Levels, including any equipment located with field technicians.
• Ensure all customer requests for service are logged on the OTRS service desk system and the call progressed correctly.
• Perform authorised software installations and operating system rebuilds as necessary.
• Ensure accurate completion of all asset labelling and associated paperwork, in line with Castelan’s IT Asset Management policy.
• Add, modify or disable end-user security access and email accounts in line with Castelan’s starters and leavers policy.
• Complete ad-hoc IT projects as directed by IT Ops Manager
• Use the service desk system to schedule work and ensure customer communication.
• Assist where requested by the customer in IT equipment moves and changes.
• Collaborate with other members of the team to troubleshoot and resolve hardware and software problems on servers and workstations. Escalate incidents as necessary.
• Perform on-site analysis, diagnosis, and resolution of 1st line/2nd line problems for a variety of end users and recommend and implement corrective solutions.
• Working technical knowledge of current network protocols, operating systems, software, and standards, including but not inclusive of Microsoft Windows 10, Microsoft Winders Server 2008/2012/2016/2019, Microsoft Office Suite, ITIL

SPECIALIST / TECHNICAL KNOWLEDGE:

• Basic Knowledge of Networking and DHCP
• Desktop Support
• Service Desk
• ITIL Methodology
• Experience with Active Directory – new user creation / account administration, etc., and ideally Office 365

BACKGROUND AND KNOWLEDGE

• Solid experience of providing 1st / 2nd line support within a professional environment
• General technical skills and working knowledge of desktop systems and some exposure to windows Server.
• Some experience of working with server virtualised environments (Microsoft Hyper V) would be advantageous
  Other
  The profile above is not an exhaustive list of the activities that the role holder may be required to undertaken. The Company may require the role holder to perform other duties as the Company deem necessary to fulfil the requirements of the role.
  12 months experience required.

ROLE PURPOSE:

• To ensure customer satisfaction through delivering support services in a professional and efficient manner.
• To trouble shoot and repair supported IT hardware and software.
• To monitor current services and take proactive action
• To install new / replacement IT products as required.