The role of the National IT Technician is to work as part of a wider team to support the business by fulfilling incident and request tickets by providing excellent customer service whilst working to ITIL best practices.
Due to the nature of this work, the role is primarily based at the head office in Atherstone, although some travel may be required. Working from home can be accommodated after passing a three-month probation period but this will be dependent on workload.

• Provide first and second level remote and onsite support to National and Regional offices including the escalation of any issues to external support partners when necessary, whilst ensuring tickets are always updated.
• On-site Regional support for rollouts / new Regions (some UK, and European travel may be required).
• Occasional travel for support or to assist go-lives will be required.
• Physical installations of equipment onsite.
• Take on support tickets for new equipment and repairs from our end users.
• Forecast orders based on available stock against the number of tickets.
• Ordering goods and processing their respective invoices whilst maintaining information in an asset management system.
• Perform regular stock checks.
• Test equipment returned and recycle for use in the business.
• Arrange repairs with hardware vendors
• Build and handover IT devices to our end users.
• Support and physically install equipment onsite.
• On-site Regional support for rollouts / new Regions (some UK, and European travel may be required). Occasional travel for support or to assist go-lives will be required.
• Maintain an appropriate incident log to identify and escalate any known errors to line leaders.
• Maintain an understanding of the user requirements and open issues for area of responsibilities.
• Test hardware and program updates to verify whether newly implemented requirements and existing functionality operate without errors.
• Co-ordinate and direct consultants, contractors, vendors and suppliers as required.
• Run reports on sock movement and send them to our department finance team.
• Maintain a hardware disposal log, working with the wider business to ensure asset registers are up to date.
• Ensure hardware is disposed of in line of policies.
• Help the wider team with project deployment of hardware such as operating system upgrades and replacement devices.
• Configure and maintain telephone system used by office based and Store colleagues.
• Create and maintain knowledgebase articles.
• Communicate business updates such as outages to key stake holders.