IT Support Technician

Position: IT Technician Level 3

Department: IT

Location: Remote with occasional office attendance and meetings as required

Reports to: Head of IT / CEO

Overview

Our vision is to provide exceptional service to every customer, every time. ISON Travel combines unrivalled knowledge with state-of-the-art technology to ensure our clients are where they need to be – on time, every time.

Role Purpose

The role of an IT Technician is to support and provide expert-level support and troubleshooting for complex technical issues, supporting the IT team in various tasks and projects, and contributing to the smooth operation of our IT systems and services. An IT Technician is responsible for maintaining the integrity of our IT network and associated software across our global platform, ensuring the highest level of service and support.

Applying IT skills with on-hand support to the many departments, the IT Technician is one of the main points of contact for employees who are experiencing computer or software issues, or who need IT advice.

Accountabilities/Key Responsibilities

The IT Technician will work closely with the Head of IT and other team members to ensure the maintenance and configuration of our internal infrastructure. An IT Support Technician will be actively resolving problems, supporting the computer systems, servers and network infrastructure, contributing to the efficiency and effectiveness of our IT operations.

Key Responsibilities

• Install and configure hardware and software, productivity tools on laptops, Azure infrastructure, Wi-Fi systems, network cabling if required, communication systems, and other related equipment, devices, and systems.
• Troubleshoot, prioritise, and resolve hardware, connection, printer, and software issues reported by users via our ticketing system.
• Actively diagnose and resolve problems and issues to limit work disruptions to maintain business continuity.
• Act as an escalation point for unresolved issues, ensuring timely resolution and minimal downtime.
• Lead and manage IT projects, such as system upgrades, migrations, and new technology deployments.
• Upgrade software, install patches, and update operating systems regularly.
• Create, update, and delete user accounts when requested.
• Support the onboarding of new joiners providing them with the technology and access required.
• Provide day-to-day support of all technology or telecommunication devices (hardware, software, network, internet, and mobile phones) across our IT Service Management (asset, incident, problem, and change management).
• Assist with IT Training for users on existing or new IT systems.
• Assist in the development and updating of our technical knowledgebase, including self-help guides for users.
• Collaborate with other departments to understand their IT needs and deliver effective solutions.
• Liaise with 3rd party IT suppliers/support companies by logging new faults/requests and assist them with a quick resolution.
• Ensure the integrity and security of business data and IT Network in accordance with business needs and industry best practices regarding privacy, security, and regulatory compliance.
• Ensure IT systems and networks are secure from threats and vulnerabilities.
• Flexibility to assist with out-of-hours issues within the business.
• Assist with IT projects and Implementations to continuously improve and keep up with the IT Business needs of our organization.
• Maintain documentation of IT systems and procedures.
• Effective problem-solving, prioritization, and communication skills are essential in helping to troubleshoot technical issues and assisting with IT projects as needed.
• Support Technology by remotely working with both local and global offices.

Qualifications/Skills

• Minimum 5 plus years of relevant work experience, onsite and remotely.
• Degree in relevant IT field would be beneficial, we will also consider candidates qualified by experience.
• Understand Windows server roles.
• Basic firewalls and switches knowledge.
• Proficiency in advanced troubleshooting techniques and tools.
• Strong knowledge of Azure admin tasks, Office 365/Sharepoint and Microsoft Azure Cloud Support environment.
• Proficiency in Windows/iOS operating systems and MS Office.
• Excellent diagnostic and problem-solving skills.
• Comprehensive understanding of computer hardware and software.
• Enthusiastic and self-motivated who is keen to learn and share knowledge of new technologies.
• Effective communication and interpersonal skills.
• Ability to work well in a team environment and on your own.
• Outstanding organizational and time-management skills with the ability to work on multiple tasks at once.

Education

A-level or equivalent qualifications. We will also consider candidates qualified by experience.

Does this role sound like a fit for you? Applications are now open using the link below.