Senior IT Support Technician
Would you like to be part of an organisation which is committed to improving patient lives worldwide through education, collaboration, and innovation?
Do you want to make a difference?
If the answer is ‘yes’ then you’re just the kind of person we’re looking for!
We are looking for an experienced Senior IT Support Technician to work within the IT Customer Services Team to assist in supporting our Desktop Environment, Windows 10, O365 Support, IT Systems and Infrastructure.
Reporting into our Group Customer Services Manager, you will take responsibility working with the IT teams in delivering IT Support for the TBS Group (also working with key IT support across the offices), along with the delivery of key IT Business Projects and Changes.
Office 365 is our main business tool. This role will not only provide ongoing support but also be involved with the ongoing development of the O365 tools and functionality.
The role is ideal for someone who has significant experience of using an online Service Call Management system and should possess excellent communication skills and have the ability to problem solve, prioritize outstanding work, manage major incidents (including cyber incidents) and manage customer expectations.
Additionally, you should possess good leadership and communication skills and be able to support a wide range of users, globally across all TBS offices and very often remotely, in a professional and polite manner.
The Role
- Log customer issues onto the Service Desk Fault Logging System. Assign call to self, troubleshoot and resolve whenever possible. If not, escalate to the ‘Second Line’ team or Third Parties, follow up all calls as required, keep customers updated at all times.
- Manage ‘your’ call list, investigate customer/system/hardware/software issues and take the necessary actions to resolve the issue. Keep the customer and support team updated when required.
- Manage emails sent to the ‘IT Support’ address, log calls and allocate as above.
- Planning of Managing Projects and Project Teams
- Planning and hosting IT Training Sessions
- Monitor ‘all calls’ on the Service Desk List and escalate overdue or urgent calls to the Senior IT Support Technician or Customer Services Manager.
- Build, Maintain and repair PCs, Laptops, Hybrid Devices, Printers, Desk Phones, Mobile Devices as required. Escalate and liaise with Third Parties when required.
- Manage access and file permissions for users via Active Directory.
- Ensure the IT Asset Inventory is up to date.
- Follow SOP for setting up and decommissioning new equipment.
- Ensure the IT Storeroom is tidy at all times.
- Get Quotes and place Orders for new IT equipment and software.
- Involvement in Key IT business projects and making next steps decisions to influence & educate team.
- Mentoring & supporting junior team members when required
Experience
- Minimum 5yrs IT experience,
- Working within a busy ‘onsite’ IT Support Team
Working for us:
Founded in 1986 by a group of former researchers based at the University of Birmingham, The Binding Site is today recognised as a market leader in the development of products for the investigation of a range of disorders involving immunodeficiency.
The Company is built on the success of its people and provides the ideal environment to meet a wide range of career aspirations. It recognises the value of its employees and looks to provide development and support opportunities to maximise the potential of its 1,100 staff.
Working at Binding Site means being part of a global community that delivers innovative solutions with shared ideas and a collective dedication to improving patient lives, worldwide.
Location: Based Head Office Edgbaston & Kings Norton with ability to work evening & weekends if required.
Hours: 40 hrs
Benefits:
- Competitive Salary
- Contributory Pension
- 25 days paid holiday plus bank holidays.
- Medicash- Taxable health benefit