Job Description

Ulster Carpets is a renowned, family-owned carpet manufacturer based in Portadown, Northern Ireland. Founded in 1938, the company is a global leader in the production of high-quality, luxurious woven carpets for export to customers located all over the world. The company is seeking to expand its IT team to support a new and exciting IT development programme.

The Role:

We are seeking an enthusiastic and skilled IT Support Technician to provide first and second-line technical support to our users. Based in Portadown and with occasional travel to other group sites, you will be a vital part of our IT team, ensuring the smooth operation of our systems and helping users resolve technical issues efficiently. This role offers an excellent opportunity to develop your IT career in a supportive and dynamic manufacturing environment.

Key Responsibilities:

Provide first and second-line technical support for hardware, software, and network issues via phone, email, and in-person.

Diagnose and resolve technical problems with desktops, laptops, mobile devices, printers, and other IT equipment.

Install, configure, and maintain computer hardware, operating systems (Windows, macOS), and software applications (e.g., Microsoft 365 suite).

Troubleshoot network connectivity issues (LAN, Wi-Fi, VPN).

Manage user accounts, permissions, and password resets.

Log, track, and manage support tickets using our IT service management system, ensuring timely resolution and accurate documentation.

Escalate complex or unresolved issues to senior IT staff or third-party vendors when necessary.

Assist with the deployment of new hardware and software.

Contribute to maintaining and updating IT documentation and knowledge bases.

Educate users on best practices and basic troubleshooting techniques.

Perform routine system checks and maintenance to ensure optimal performance.

Participate in new systems implementation.

Required Skills and Experience:

Strong understanding of Windows operating systems and Microsoft Office applications.

Familiarity with basic networking concepts (TCP/IP, DNS, DHCP).

Excellent problem-solving and analytical skills, with a methodical approach to troubleshooting.

Outstanding communication and interpersonal skills, with the ability to explain technical information clearly to non-technical users.

Strong customer service focus and a patient, user-friendly attitude.

Ability to work independently and as part of a team, managing multiple priorities effectively.

A proactive attitude with a desire to learn and develop new skills.

Desirable (but not essential) Skills and Experience:

Knowledge of Microsoft Dynamics 365 ERP.

Relevant IT certifications (e.g., CompTIA A+, Network+, ITIL Foundation).

Experience with remote support tools.

Knowledge of cloud platforms (e.g., Microsoft Azure, AWS).

Experience with virtualisation technologies (e.g., VMware, Hyper-V).

Qualifications:

A relevant higher education qualification such as a Degree/HND in Computer Science, Information Technology, or a related field.

Equivalent practical experience will also be considered.

Job Types: Full-time, Permanent

Benefits:

Bereavement leave Company events Company pension Employee discount Enhanced maternity leave Enhanced paternity leave Free flu jabs Free parking Gym membership Life insurance On-site parking Private medical insurance Sick pay Transport links
Application question(s):

Desirable skills: Knowledge of Microsoft Dynamics 365 ERP. Relevant IT certifications (e.g., CompTIA A+, Network+, ITIL Foundation). Experience with remote support tools. Knowledge of cloud platforms (e.g., Microsoft Azure, AWS). Experience with virtualisation technologies (e.g., VMware, Hyper-V).
Education:

Diploma of Higher Education (required)
Experience:

basic networking concepts (TCP/IP, DNS, DHCP): 1 year (preferred) Windows operating systems and Microsoft Office applications: 1 year (preferred) problem-solving/analytical skills/troubleshooting: 1 year (preferred)
Work authorisation:

United Kingdom (required)
Location:

Craigavon BT62 1EE (required)
Work Location: In person

Reference ID: ITS0725