IT Technician (Managed Sites)

at  PrimaryTech

Job Title: IT Technician (Managed Sites)
Location: Suite 1204, K2 Tower, Hull, HU1 3EN.
Company: Primary Technologies Ltd
About Us: At Primary Technologies, we are passionate about leveraging technology to empower organisations and individuals. Technology should enable growth, efficiency, and innovation in today’s rapidly evolving digital landscape. Our company was founded on a commitment to delivering cutting-edge IT solutions that drive success.
Job Description: We seek a skilled and experienced IT Technician to join our dynamic education-focused managed site IT support team. As an IT Technician, you will be critical in providing technical assistance and support to our managed site customers at their site.
Our managed site team supports approximately 15,000 users across 17 sites. By joining this team, you will work in a fast-paced environment and expose yourself to the latest Microsoft and Google technology, such as Microsoft Azure, Microsoft 365, Cisco Meraki, and Google Workspace.

QUALIFICATIONS & EXPERIENCE:

• Proven experience in a technical support role.
• Strong knowledge of the Education sector.
• Strong understanding of computer hardware, operating systems, and software applications.
• Excellent troubleshooting skills and the ability to analyse and resolve complex technical issues.
• Exceptional customer service and communication skills.
• Knowledge of ITIL or other relevant IT service management frameworks (preferred).
• Certifications such as CompTIA A+, Network+ and Microsoft 365 Certified: Endpoint Administrator Associate are a plus but not required, as training will be provided as a minimum expected standard.
• Driving licence.

• Technical Support: Provide expert-level technical support to end-users, addressing hardware, software, network, and application-related issues.
• Problem Solving: Analyse and resolve complex technical problems efficiently and effectively, ensuring minimal downtime and disruptions.
• Documentation: Maintain detailed records of technical issues, solutions, and resolutions. Create and update knowledge base articles for common problems.
• Customer Service: Deliver exceptional customer service by maintaining a friendly, professional demeanour and ensuring timely responses to support requests.
• Troubleshooting: Diagnose and resolve hardware and software issues, including hardware replacements, installations, and system configurations.
• Escalation: Escalate unresolved issues to appropriate internal teams or external vendors while maintaining ownership of the problem until resolution.
• Continuous Improvement: Stay updated on industry trends and emerging technologies to enhance the helpdesk’s efficiency and effectiveness.
• Security: Maintain a strong focus on cybersecurity, ensuring compliance with company policies and best practices.