Service support technician person specification
Job title: Service support technicianJob description
Reports to: Service support technician team leader
Team: Digital Technology and Data
Direct reports: None
Budget/Resource responsibility: None
Good level of general education. Maths and English at GCSE grade C and above.
Knowledge and experience
- Previous experience of working in IT Support Role
- Proven ability to find faults and provide remedial action to systems
- Proven ability to analyse trends and create service improvement plans
- Competent knowledge and use of 365 and previous versions
- Proven ability to work to tight deadlines
- Proven ability to liaise and communicate effectively with staff at all levels of an organisation and external contacts (eg: suppliers) / to resolve problems within set timescales
- Excellent communication and negotiating skills
- Working knowledge of Windows 10 and Windows 7 Operating Systems
- Working knowledge of Active Directory and Group Policy
- Ability to demonstrate understanding of IT System security issues (virus protection, data integrity)
- Service Desk or Desktop support experience
- Ability to provide support remotely using tools such as SCCM, SysAid, etc.
- ITIL v3 foundation
- Service Desk Training by the Service Desk Institute
- MCSA, MCSE, MCP, MCITP
Skills and competencies
- Thorough knowledge of Microsoft Windows desktop operating systems including Bitlocker and Direct Access
- Knowledge of the Microsoft Office suite including Dynamics, Visio and Project
- Knowledge of other common Microsoft technologies such as Office 365, Skype Telephony, Exchange and Terminal Services
- Knowledge of ADSL routers and firewalls, printers and other common computer equipment
- Knowledge of MS Lync, SharePoint and SCCM
- Experience of working in an educational or services environment.
- Experience of working with assistive technology.
- Understanding of the social model of disability
- Understanding of the basics of Azure, Power BI and data analytics
Pioneering: Passionate and ambitious, determined to drive change and make things happen.
Courageous: Single minded in your desire to achieve equality for disabled people. Not afraid to fail fast and learn quickly – brave enough to give new things a go.
Connected: Listens, talks and shares. Achieves through connecting and collaborating, both internally and externally.
Open: To new ideas and honest with others.
Fair: Values, respects and supports diversity, skill, and expertise. Takes responsibility for their actions and supports others to achieve