Job Description

Job Title: IT Support & SecOps Technician
Department: IT Helpdesk
Reports To: IT Supervisor
Location: Gillingham/Hybrid
Overview:
Utilising an array of technical and interpersonal skills, the IT Support & SecOps Technician is primarily responsible for providing required support to business users. In addition to a proactive nature and the ability to learn and understand business needs, the position requires a proper understanding of IT and Communications, and their role in servicing an established and expanding business.
An office-based role in Gillingham, Kent, the Helpdesk hours are 08:00 to 18:00 Mon to Friday, which are covered on a rota basis. There is also an Out of Hours support requirement and again, a team rota is in place for this.
Job Responsibilities:
The role holder will be expected to be responsible for the following:

• Immediate logging and resolution of critical user problems, by taking ownership of the problems, therefore assisting in the smooth running of the business.
• Providing support for the range of hardware, software, and telecommunications tools in use by the company, using a comprehensive working knowledge of these products to assist users in effective business use.
• Liaising with 3rd party service providers, logging faults, and accompanying visiting engineers and support personnel permitting them to resolve issues as they arise.
• Maintaining and supporting hardware installations or movements.
• Being aware of and advising IT Management of any issues that may affect the profile of the department or put its security at risk.
• Keeping all working areas in a clean and tidy condition and following working practices in accordance with Health and Safety Policies.
• Participating (when necessary) in special projects, assisting IT Management, and performing other duties as required.

This role is extremely varied; therefore, the job description is not exhaustive, and the role holder will be required to participate in other duties as required by the business.
Job Skills & Experience Required:
Skill & Experience:
To succeed in this role, you will need to:

• Understand the components of a computer and break/fix diagnostics.
• Understand how an IP network works, including subnetting, VLANs, routers and switches.
• Demonstrate basic Windows Server administration.
• Demonstrate an understanding and proficient use of Active Directory.
• Demonstrate proficiency in Windows folder sharing.
• Understand the principles and use of the Service-Now ticketing system.
• Be able to facilitate the weekly AS400 backup using the tape library.
• Demonstrate a proficiency in Microsoft Office products.
• Understand the importance of cyber security.
• Demonstrate proficiency in the Windows 10/11 operating system.
• Demonstrate proficiency in the CX One phone system software.
• Be able to build and configure a new computer from the current company image.
• Be able to carry out maintenance & troubleshooting on printers.
• Demonstrate deductive reasoning and logic to establish solutions to issues.
• Demonstrate the ability to make decisions in a timely manner.
• Demonstrate the ability to research solutions/alternative resolutions.
• Demonstrate the ability to extricate relevant information from a reported issue.
• Be able to clearly document solutions and fixes.

Qualifications:

• To 'GCSE' level or equivalent, including maths and English. Preferably with I.T. related qualifications.

Experience:

• General knowledge of all supported systems.
• 2-3 years' experience in I.T.

Person Specification:
We believe the type of person best suited to this role will be:

• An approachable individual who can coach and mentor junior Team members.
• Someone happy to take personal responsibility.
• A good communicator, both in writing and verbally.
• Able to understand a caller's issue by using active listening skills to clarify information.
• Patient and empathic.
• Able to de-escalate conflict situations if they arise.
• Flexible in their approach, whilst maintaining a positive and motivated attitude.

Physical Activities:
This position will be working in an office environment, utilizing typical office equipment. Occasional light lifting of IT equipment may be required.
Our benefits include:

• A competitive salary.
• 25 days holiday a year, with ability to buy up to 5 days holiday each year.
• Life Insurance.
• Cycle to Work scheme.
• Subsidised gym membership.
• Access to Health & Wellbeing Apps.
• Employee discounts.
• A hybrid, flexible working culture.

About Henry Schein:
At Henry Schein, our mission is to provide innovative, integrated health care products and services; and to be trusted advisors and consultants to our customers - enabling them to deliver the best quality patient care and enhance their practice management efficiency and profitability.
We know that our Team Schein Members (TSMs) are integral to bringing our mission to life and our success has been built on the commitment of Team Schein, a highly motivated and diverse group of professionals who are dedicated to meeting the needs of our customers. Every TSM shares a singular focus, fostering an environment that allows each of us to achieve our goals.
Henry Schein offers a diverse range of career opportunities, and we firmly believe that by fostering an environment built on ethics, open communications, mutual benefits, creativity, and recognition of the contributions of all TSMs--at all levels--we can help ensure that our best years are yet to come. As such, we are proud to be an equal opportunities employer and our integrated approach to diversity and inclusion ensures success by cultivating our Culture, recruiting, and retaining diverse Talent, supporting our Marketplace, and continuing our commitment to Society.
As a business we are committed to fulfilling our responsibilities as a Corporate Citizen, and we've been recognised for nine consecutive years by Ethisphere as one of the World's Most Ethical Companies.
Henry Schein is committed to the principle of equal opportunities in employment in all spheres of its operation. Henry Schein UK Holdings strives to operate a policy of equal opportunity and not discriminate against any person gender, race, colour, nationality, ethnic or national origin, religion, sexual orientation, marital status, disability, age or any other characteristic protected by law.