COVID-19

IT Support Engineer 1st Line

Full Time

OSJCT

IT Support Engineer 1st Line Oxford

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We have an excellent opportunity for an IT Support Engineer to join our Oxfordshire Head Office Team. For this role the IT Support Engineer will be required to provide first line support for all IT calls; ensuring that positive customer experience and customer satisfaction are considered in all interactions. As a first line IT Support Engineer you will resolve the majority of calls directly and support the resolution of more complex issues by effective escalation to second line support.

This role will also be responsible for carrying out a range of regular ongoing tasks, including first line function to support the effective operation of the IT Department, as well as carrying out tasks in support of technical and business change projects.

Reporting to the IT Service Desk Manager you will occasionally work from OSJCT care homes to help find issues with telephony, networking and desktop computing. Acting as a positive ambassador for IT you will look to empower staff in the use of their technology and report site and IT service intelligence back into the IT department with the motivation to improve the experiences of both.

We’re looking for someone with proven experience as an IT Support Engineer, or similar role. You’ll possess excellent general IT skills and a good knowledge of the Microsoft Office suite of products, and the ability to understand how portals and systems work.

Other key skills and experience required for this role include:

  • Excellent communication skills to form effective working relationships with colleagues within the IT Department and provide customer service.
  • Experience handling incoming telephone queries and using remote support tools.
  • Proven ability to record detailed information accurately, prompting for additional information as required.
  • Demonstrable ability to prioritise work to meet service level agreement targets.
  • Previous use of ICT systems and tools to provide support including resolving incidents, reimaging devices and installing software.
  • It’s a requirement to hold aFull driving license and have vehicle use as you will need visits sites and care homes for IT support.
  • Its also not essential but desirable tohave knowledge of any of the following technologies: Windows Server OS, Win 10, Office 365, AD, Group Policy, DNS, DHCP, and Citrix.
  • Commitment to providing consistently high-quality services to IT service users.
  • Good communication skills
  • Proven ability to empathise with customers and respond sympathetically to circumstances.
  • Able to work to deadlines in a time sensitive environment
  • Able to prioritise and manage own workload
  • Ability to manage a varied workload, through effective time management
  • Able to demonstrate initiative
  • Able to work independently
  • Able to form effective working relationships
  • Excellent telephone manner
  • Able to communicate technical issues to both technical and non-technical colleagues
  • Ability to work well within a team
  • Full driving license and access to a vehicle to use for business travel
  • Occasional nights away
  • Willing to work reasonable additional hours as required, occasionally out of hours
  • Willing to attend homes / meetings / training courses as required.

Benefits

The Trust is a great place to work; we’ve been providing care for almost 1,000 years and we’re currently the second largest not-for-profit provider in the UK. Not-for-profit means that we reinvest every penny we make into our residents, colleagues and the care homes we live and work in. Therefore, we offer a great range of benefits, including a competitive salary, training and development, including the following benefits:

  • 25 days holiday + 8 bank holidays
  • Company pension with NEST
  • Life Assurance
  • Development and progression opportunities
  • Access to our Employee Assistance Programme
  • Blue Light cardoffering you discounts on shopping, days out, restaurants and much more

Essential Skills

  • 5 GCSEs at C grade or above, including Maths and English
  • Proven experience of supporting ICT hardware and software in a large organisation, assisting customer over the phone and using remote support tools.
  • Proven ability to communicate with colleagues with varying levels of ICT skills in potentially pressured circumstances.
  • Proven ability to record detailed information accurately, reviewing with the customer and prompting for additional information as required.
  • Demonstrable ability to follow and relay detailed instructions to customers to assist in incident management and request fulfilment.
  • Proven ability to use ICT systems and tools to provide remote support including resolving incidents, reimaging devices and installing software.
  • Proven ability to use monitoring tools, responding to alerts and initiating appropriate action in line with agreed processes.
  • Demonstrable ability to prioritise work to meet service level agreement targets.

Desired Skills

  • IT-related qualification
  • Experience of working in an operational IT environment, providing face to face support to users and also supporting core IT infrastructure.
  • Experience working to good practice service management principles
  • Knowledge of IT infrastructures
  • Knowledge of IT at least two of the following technologies: Windows Server OS, Win 10, Office 365, AD, Group Policy, DNS, DHCP, and Citrix.
  • Knowledge of the configuration, setup and management of network devices, including: routers, switchers and Wi-Fi devices.
  • Knowledge of Intune or similar MDM tools
  • Knowledge of and ability to work to standards such as Information Technology Infrastructure Library (ITIL).
  • Knowledge of the legal and regulatory framework relevant to the management of a ICT service.
  • Demonstrable ability to create, review and maintain effective documentation on processes and procedures to assist with incident resolution and request fulfilment.
  • Commitment to IT as an enabler for organisations to achieve their operational objectives

About Company

The Orders of St John Care Trust is one of the UK’s leading not-for-profit care providers. We are a charity.

Our sole purpose is to provide the best possible care to those who live with us – some of the most vulnerable people in society.

The Trust is a place of community where all our residents, team members and volunteers, and families, friends and partners are welcomed.

We are an inclusive charity and we take time to make everyone feel safe and special.

Welcome to The Orders of St John Care Trust | OSJCT

Essential Requirements

  • 5 GCSEs at C grade or above, including Maths and English
  • Proven experience of supporting ICT hardware and software in a large organisation, assisting customer over the phone and using remote support tools.
  • Proven ability to communicate with colleagues with varying levels of ICT skills in potentially pressured circumstances.
  • Proven ability to record detailed information accurately, reviewing with the customer and prompting for additional information as required.
  • Demonstrable ability to follow and relay detailed instructions to customers to assist in incident management and request fulfilment.
  • Proven ability to use ICT systems and tools to provide remote support including resolving incidents, reimaging devices and installing software.
  • Proven ability to use monitoring tools, responding to alerts and initiating appropriate action in line with agreed processes.
  • Demonstrable ability to prioritise work to meet service level agreement targets.

COVID-19 IT Support Engineer 1st Line Oxford

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