We are currently hiring for a IT Support Officer to supervise the provision of advice, assistance, and solutions in any area associated with the effective use of information and communications technology and their environments, procurement, provision, delivery, and maintenance.

The role is an initial 6 months contract, inside IR35, based in Bristol, 5 days on site. (Duration is likely to extend)

Critical Skills:

Essential;

• Working as part of ITIL compliant IT Support Team either onsite or in a remote Service Desk environment.
• Management and support of an enterprise LAN/WAN network.
• Management and support of Windows/AD user base.
• Management and support of VMware virtual infrastructure and hardware.
• Experience of monitoring, troubleshooting and management tools.
• A high level of self-motivation together with a willingness to learn new skills.
• A flexible and enthusiastic approach to the job.
• Good problem solving and decision-making skills.
• Can demonstrate exceptional levels of customer service and care.
• Good communication, organisation and presentation skills including the ability to write clear and concise proposals.
• Strong time management and coordination skills.

Desired Skills:

Microsoft MCP Network Certification (Cisco/Forti) Vmware Certification ITIL Certification Experience with the management of Hirschmann Network Equipment Experience of Cisco switching, routing and Firewalls

Job Description, other relevant information, and deliverables:

To help determine customer needs, as the customers first point of contact with Telefónica Tech, this is a vital role within the organisation.

The successful candidate will be expected to provide support to all users onsite with any IT/Network issues they're experiencing as part of local onsite team and the larger team providing support for the client.

Assist with the installation and support of network & IT Infrastructure equipment at customer's premises to ensure effective service within agreed time scales and to the standards required by the company inclusive of documentation.

On-site engineers may also escalate incidents to offsite teams/3rd parties where required and will assist with on-site diagnostic and resolution activity under the guidance of the offsite team as required.

Daily checks and management, monitoring of on-site equipment.

Triage and log tickets with 3rd party vendors.

In addition to the above duties and responsibilities the post holder must be prepared to undertake such additional duties which may result from changing circumstances, but which may not of necessity change the general character or level of responsibility to the post.

Key Responsibilities:

• Manage tickets logged in our IT Service Management System and prioritise these in relation to the set SLA agreement in place with the customer, the risk and approximate amount of time required for the ticket
• Ensure customer is kept fully up to date throughout the life cycle of their ticket
• Ensure customer issue/request is responded to and resolved in a timely manner
• Engage with Telefónica Tech and/or client partners to resolve issues
• Lifecycle management, patching, installation and troubleshooting for all onsite IT & Network Infrastructure. In addition to the above duties and responsibilities the post holder must be prepared to undertake such additional duties which may result from changing circumstances, but which may not of necessity change the general character or level of responsibility to the post.

Applications

• Administration of accounts on Active Directory/Azure Active Directory
• Microsoft Office 2016/O365 Pro Plus for PC and Mac
• Administration of Microsoft Office 365 Suite (Including Teams, Skype for Business)
• Administration of accounts on Microsoft Exchange 2016/Online
• Sharepoint, OneDrive
• Builds - SCCM, Imaging, Task Sequence
• Multi-Factor Authentication
• Citrix environment
• Mobile Device Management, such as Intune