Job Description

Job Title: Senior IT Technician (2nd Line)

Status: Full Time, 40 hours per week

Team: IT Operations & Support

Reports to: IT Director

Main Location: Reading Office

Direct Reports: No

Department: Information Technology

Departmental Budget Holder: No

Job Purpose

The primary focus of this role is to provide an excellent level of IT support to all staff and ensure that all Daniel Owen IT systems and services are maintained, patched, backed up and performing to specified SLAs.

Honest Reliable Respectful Paid on Time

Position Accountabilities

Accountability

Key Activities

Operations

· Monitor all IT supported systems and services

· Ensure all systems are patched and maintained to an agreed level

· Maintain all supported hardware involving third parties as appropriate

· Ensure all backups are completed as per documented processes

· Maintain asset register of all IT supported hardware

· Report and act on all and any IT security breaches

Support

· Provide first-line support to all users via Help Desk

· Provide second-line support for all hardware, software and applications

· Where appropriate escalate to MSP’s / 3rd Parties

· Ensure all support requests are resolved “effectively” within agreed SLAs

· Report on trends of KPI, recommend and implement improvement plans where appropriate

Management

· Undertake continuous personal and professional development

· Perform such duties consistent with your role as may from time to time be assigned to you anywhere within the company

Stakeholder Engagement

· Build and maintain strong relationships with all key internal and external stakeholders

· Clearly communicate information to stakeholders

· Provide information for monthly Board Meetings

Health & Safety

· Hold personal accountability in avoiding action that could threaten the health or safety of yourself, other employees or members of the public

Key Stakeholders

Internal

· Senior Management Team

· All IT Employees

· Other IT Users

External

· External Partners, Suppliers and Vendors

· Counterparts from other similar organisations

Skills and knowledge required

· HND/Degree level in relevant discipline or significant experience in a similar role

· Excellent communication (written and verbal) and interpersonal skills

· Ability to work on own initiative with minimal supervision

· Ability to juggle conflicting demands and effectively prioritise

· Organised in approach to work

· Responsible and discreet

· Well-developed technical and non-technical documentation skills

· Demonstrated ability to operate a broad range of computer packages, including competent use of Microsoft 365

· Experience of the following would be beneficial but not essential;

· Salesforce System Administration

· Azure or Active Directory Administration

· VOIP Phone Systems

· Microsoft Intune

· Apple Business Manager

· Cisco/Meraki Cloud Managed Networking

· TP Link / Omada SDN

· NinjaOne RMM

· FreshService

· Huntress Security Platform

· Veeam Data Cloud

Key behaviours

· Customer focus

· Attention to detail

· Planning and organising

· Stakeholder management

· Computer literacy