IT Technician

Job Description

Job Advertisement: IT SpecialistAre you a skilled IT professional looking for an exciting opportunity to contribute to an organizations mission and make a difference We are currently seeking an IT Specialist to undertake designated specialist IT activities across multiple locations insupport of a renowned organizations vision and mission. As part of our dynamic IT team, you will provide effective IT services to colleagues while ensuring compliance with agreed service standards and guidelines.About Us: We are a renowned organization dedicated to wildlife conservation, education, and research. Our operations span across the whole Society, including multiple locations and remote sites worldwide where we deliver mission-relatedoperations such as overseas conservation programs, conservation fieldwork locations, and educational outreach initiatives.Role and Responsibilities: As an IT Specialist, your primary responsibilities will include:

• Acting as the primary escalation point for issues escalated from level 1 IT support across the entire Society, demonstrating first-class customer care and service. You may occasionally be the sole IT resource during periods of absence or unavailabilityof other IT team members.
• Troubleshooting and resolving level 2 IT issues in a timely and efficient manner, ensuring end users are informed about the progress and updates. Updating IT service management systems (ITSM) accordingly.
• Escalating issues to level 3 staff and/or 3rd party suppliers when necessary, maintaining communication with internal colleagues and end users to ensure effective resolution. Monitoring escalated tasks through to completion.
• Providing second-line technical support for the Societys IT hardware estate, including servers, storage, networking, IP-CCTV, desktops, laptops, printers, peripherals, and VoIP/PBX telephone systems.
• Offering second-line technical support for the Societys networking and communications infrastructure, such as Internet, WAN, LAN, VLAN, and Wi-Fi.
• Delivering second-line technical support for the Societys standard IT software provision, including Windows, Mac, Office365, and line of business specialist systems.
• Preparing, configuring, and building IT hardware to agreed procedures and specifications, often with short notice and tight deadlines.
• Monitoring technical systems for issues and alerts, taking necessary actions or escalating them to other IT team members. This includes hardware endpoint monitoring, automatic system updates and monitoring, patch/back-up management, anti-virus/malware monitoring,and virus checking and backup monitoring.
• Collaborating with the IT team to maintain an up-to-date IT asset register, accurately recording new assets and ensuring existing records are updated.
• Ensuring compliance with the Societys policies, procedures, and guidelines, as well as relevant regulatory and statutory requirements.
• Engaging with the Societys appraisal system, demonstrating commitment to our values, behaviours, and continuous personal development.
• Performing other reasonable duties and projects as directed by your Manager.

Qualifications and Experience:

• Degree or equivalent qualification in IT or related field.
• Proven experience in providing IT support at level 2, with the ability to perform routine level 1 support activities.