Job Description

Roundel Manufacturing Limited is one of the premium suppliers to the UK's house builders of bespoke kitchen, bedroom, bathroom and home study furniture. We are a family owned business with more than 50 years' experience of working in this sector, successfully supplying from our manufacturing base at Washington in the North East of England.

Roundel engage in the design, manufacture, supply and installation of affordable and luxury fitted furniture. The success of the company is based upon a policy to provide customers with a personal and professional service together with the flexibility to respond quickly to changes in market and customer trends.

We currently have a vacancy within our IT department for an IT Technician.

The IT Technician is responsible for providing our staff with first class support across our entire infrastructure. The role is to ensure that our colleagues across the business receive prompt and professional service each time they deal with IT and that we work to not only quickly resolve issues but actively seek to prevent them happening in future by monitoring for potential issues and striving to improve the service we provide.

Main Duties

To provide technical support; answering and resolving support queries either onsite or via phone or email To proactively monitor systems for events / issues and react to prevent service incidents or outages To maintain a high degree of customer service for all support queries and adhere to all service management principles (ITIL) To take ownership of user problems and be proactive when dealing with user issues. To log all calls on the IT Helpdesk call logging system and maintain full documentation. Respond to enquiries from colleagues and triage their issues to ascertain key information regarding their technical or applications based problems Support users in the use of IT equipment by providing necessary training and advice To escalate more complex service issues to the appropriate member of the IT team or escalate to 3rd party vendors in a timely manner To ensure that Continual Service Improvement is at the heart of what we do on a day to day basis. Challenging the way things are done to improve our service

Jobholder Requirements

Competency in supporting MS Office Applications Knowledge of Office 365 Administration Knowledge of Windows client/server infrastructure, including, but not limited to AD, DNS, file server management Basic networking knowledge General knowledge of backup technologies Hyper-V and ESXI knowledge (desirable) Excellent verbal and written communication skills Ability to work independently on a task and prioritise workload in line with business needs Taking ownership of issues and escalate where appropriate, providing as much detail as possible when doing so.
The role will require the following abilities:

Demonstrate excellent communication skills Adhere to company policies regarding time keeping, absence procedure etc Building good customer relationships with both internal and external parties Deliver excellent customer service at all times Maintain a professional attitude at all times
Job Types: Full-time, Permanent

Benefits:

Additional leave Employee discount On-site parking
Experience:

Technical Support Occupations: 1 year (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person

Reference ID: IT1