Airband are a highly skilled Senior IT Support Technician to join our Business Systems Division.
This is a permanent position offering a competitive salary + benefits - Airband offer a Hybrid working model operating out of Droitwich.
Reporting to our IT Infrastructure & Operations Manager, as Senior IT Support Technician, you will play a crucial role in ensuring the smooth operation of our IT systems and infrastructure. Responsible for providing technical support to employees, resolving IT issues promptly, and implementing effective solutions to enhance system performance and reliability.
More about Airband:
Airband is an internet service provider bringing highspeed broadband to rural communities across the regions that we operate. Having built the network our strategic focus is to increase our customer connections and we are looking for talented individuals to join us at this crucial time in our journey.
Responsibilities
• End-User Support: Respond to technical support requests from end-users via phone, email, or in person. Provide friendly and efficient assistance to resolve hardware, software, and network-related issues promptly.
• Hardware Troubleshooting: Diagnose and repair hardware problems with laptops, desktops, printers, scanners, and other peripherals. Conduct hardware upgrades and replacements when necessary.
• Software Support: Install, configure, and troubleshoot software applications, including operating systems, productivity tools, and custom business applications.
• Operating System Maintenance: Ensure the proper functioning and security of operating systems by applying updates, patches, and security protocols.
• Network Connectivity: Assist users with network connectivity issues, including wired and wireless connections. Troubleshoot network-related problems and escalate complex issues to the appropriate teams.
• Data Backup and Recovery: Implement and monitor data backup solutions to safeguard critical information. Assist in data recovery efforts in the event of system failures.
• Password and Access Management: Administer user accounts, passwords, and access permissions following established security protocols.
• IT Asset Management: Maintain an accurate inventory of IT assets, including hardware and software licenses. Track asset movements and assist with procurement processes.
• Remote Support: Provide remote technical assistance to clients when necessary, resolving issues efficiently and ensuring excellent customer satisfaction.
• Documentation: Create and update technical documentation, standard operating procedures, and knowledge base articles to facilitate efficient issue resolution.
• User Training: Conduct training sessions for end-users on IT-related topics, empowering them with essential skills for better technology utilization.
• Proactive Maintenance: Perform routine system checks, updates, and preventive maintenance tasks to ensure optimal system performance and minimize potential issues.
• 3rd Party Management: Liaise with 3rd Party hardware and software providers/vendors. Reporting issues, proposing changes, investigating systems usability and inputting payments to them in our internal payment system for management approval.
• Leadership: Provide guidance and encouragement to the IT Support Team, sharing knowledge and best practices to enhance team capabilities.
• Technologies: Stay up-to-date with emerging technologies and trends in IT support, recommending and implementing innovative solutions to improve efficiency and productivity.
Key Skills
• Education: A degree or diploma in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Experience: Minimum of 5 years of experience in IT support roles, with a focus on providing technical assistance and troubleshooting. Any Team Leadership experience a preferred.
• Technical Skills: Proficiency in troubleshooting hardware and software issues on Windows and macOS platforms. Basic knowledge of networking concepts and protocols.
• Customer Focus: Strong customer service orientation with excellent communication and interpersonal skills. Patience and empathy to understand and resolve end-users' concerns.
• Problem-Solving: Analytical mindset with the ability to diagnose and resolve technical issues efficiently. Detail-oriented and capable of documenting troubleshooting steps.
• Adaptability: Willingness to learn new technologies and adapt to evolving IT environments. Able to work independently and collaboratively as part of a team.
• Physical Ability: Capable of lifting and moving computer equipment and peripherals as required.
• Team Player: Collaborative attitude with the willingness to contribute ideas and work collaboratively with other team members.
• Professionalism: Strong organizational skills, punctuality, and the ability to maintain confidentiality of sensitive information.
Preferred Qualifications
• Relevant certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or ITIL Foundation.
• Experience with Active Directory, Microsoft Exchange Online, Microsoft Office 365 and Microsoft Azure.
• VMware, Veeam and Wasabi would be preferable.
• Mobile device management (MDM), Microsoft Intune and Autopilot.
• Experience ticketing systems (Salesforce/ServiceNow) and remote support tools.
• Knowledge of IT security best practices and data privacy regulations.
What can Airband Offer?
- Highly Competitive Basic Salary dependant on professional experience.
- 25 days of paid leave a year rising to 30 plus bank holidays with service.
- 5% Airband pension plus a minimum 3% employee contribution.
- Customer referral bonus - a thank you for every customer you send our way.
- We offer hybrid working – a mix of working from home and in the office.
- Free Broadband - If you are in our coverage, you can benefit from free broadband with us!
- 20% off your monthly line rental on EE’s phone, tablet, SIM only or mobile broadband plans.
- Car financing scheme, Cycle to work, Tech scheme, Healthcare and medical insurance. Dental care, and Health cash fund (dependent on the length of service)
- Airshare (employee discount platform) - discounts on everyday shopping, weekly groceries, holidays, the list is endless - save up to £1,000 a year!
- Refer a friend reward scheme – a selection of great rewards to choose from!
Pre-employment checks
Please note that you are required to have the right to work in the UK and we request satisfactory references as part of our recruitment process. A DBS check may be required for a number of our roles, particularly those that are customer-facing. Also, a driving license may be required for positions that require you to be out in the field as part of the role.
Airband are not inviting Agency support with this Position.