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- Tasks: Manage tickets, provide technical support, and ensure smooth IT operations.
- Company: Join Avidity Group, a diverse and inclusive workplace focused on excellent service.
- Benefits: Enjoy hybrid working, 25 days holiday, family-friendly policies, and amazing discounts.
- Why this job: Be part of a supportive team with great progression opportunities and a healthy work/life balance.
- Qualifications: 2+ years in IT support, strong communication skills, and experience with various operating systems.
- Other info: Flexible working hours and annual pay reviews make this role even more appealing.
We are looking for a Service and Support Technician to play a key role within the CIO IT Service and Support team. The Service Desk is the front-line of Avidity Group Support, providing excellent customer service to our colleagues and acting as the ‘front of house’ for tickets and queries entering the support ecosystem.
You will come from a 2nd line Service Desk role or be a 1st Line Service Desk Analyst with experience of dealing with 2nd line queries quite easily. You will play a key role within our IT Service & Support Team providing excellent service to our colleagues.
Working hours are between 8am-6pm, working across 2 shift patterns 8-5 & 9-6.
The main responsibilities of the role include, but are not limited to:
- Ticket and call management, acknowledge and respond to all incoming colleague tickets, managing expectations and prioritising tickets as per prioritisation guidelines.
- Carry out daily system checks including back up and reporting.
- Set up/remove end user accounts and licences.
- Incident management, identifying core issues, follow incident management policy.
- Technical support & consultancy, create, update and maintain support knowledge base, Service desk ticketing system.
- Perform remote installs via Managed Play Store and/or Company Portal.
- Contribute and support CIO delivery team on key business project initiatives.
Why join our team? Here are just a few of the reasons our colleagues love working here:
- SMART Working, 40 hours Monday- Friday.
- We champion equality & inclusivity and are passionate about creating a workplace that promotes and values diversity.
- 25 days holiday per annum + bank holidays.
- Family-friendly policies & support such as enhanced maternity or paternity pay, enhanced adoption pay, carers leave & parental leave.
- Plus, lots of amazing discounts, financial & wellbeing support via our EAP, life assurance, enhanced sick pay.
- We encourage flexibility, life outside of work and a healthy work/life balance so take advantage of our smart working policy.
- Annual pay reviews and access to early pay.
- Plus, lots of amazing discounts, life assurance x3 salary, enhanced sick pay, health cash plan, private health care & more.
- Fantastic progression opportunities across Avidity Group.
Do you have what it takes?
- You will have at least 2 years of proven and recent experience in an IT support or similar technical role.
- Strong ability in using operating systems such as Android, IOS, & Windows 11.
- Ability to articulate technical language to all levels across the business, both to colleagues and key stakeholders.
- Experience in troubleshooting issues.
- Strong communication skills both written and verbal.
- Strong workload management and prioritisation skills.
- Have experience in the following: TeamViewer Remote Support, Microsoft 365, Modern SharePoint, Active Directory & Azure Active Directory plus Microsoft Intune & Autopilot.
If this role sounds like the ideal role for you, apply now.
Service & Support Technician employer: Avidity
Contact Detail:
Avidity Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service & Support Technician
✨Tip Number 1
Familiarise yourself with the specific tools and technologies mentioned in the job description, such as TeamViewer, Microsoft 365, and Active Directory. Having hands-on experience or even a basic understanding of these platforms will give you an edge during interviews.
✨Tip Number 2
Prepare to discuss your previous experiences in managing tickets and handling customer queries. Think of specific examples where you successfully resolved issues or improved processes, as this will demonstrate your capability in a Service Desk environment.
✨Tip Number 3
Showcase your communication skills by practicing how to explain technical concepts in simple terms. This is crucial for a role that requires interaction with colleagues at all levels, so consider role-playing scenarios with a friend or family member.
✨Tip Number 4
Research Avidity Group and their values, especially around inclusivity and work-life balance. Being able to align your personal values with the company's mission can make a strong impression during your interview.
We think you need these skills to ace Service & Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly any roles that involved 2nd line support. Emphasise your technical skills with operating systems like Android, iOS, and Windows 11, as well as your experience with tools like TeamViewer and Microsoft 365.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific responsibilities from the job description, such as ticket management and incident resolution, and explain how your past experiences make you a great fit for these tasks.
Showcase Communication Skills: Since strong communication skills are essential for this role, provide examples in your application of how you've effectively communicated technical information to non-technical colleagues or stakeholders in previous positions.
Highlight Problem-Solving Abilities: Demonstrate your troubleshooting skills by including specific examples of issues you've resolved in past roles. This could involve detailing a challenging technical problem you faced and how you approached it, showcasing your analytical thinking and ability to manage workloads.
How to prepare for a job interview at Avidity
✨Showcase Your Technical Skills
Be prepared to discuss your experience with operating systems like Android, iOS, and Windows 11. Highlight specific examples of troubleshooting issues you've resolved in previous roles, as this will demonstrate your technical proficiency.
✨Communicate Clearly
Since the role requires articulating technical language to colleagues and stakeholders, practice explaining complex concepts in simple terms. This will show your ability to communicate effectively, which is crucial for a Service & Support Technician.
✨Demonstrate Workload Management
Prepare to discuss how you prioritise tasks and manage your workload. You might be asked about specific situations where you had to handle multiple tickets or incidents simultaneously, so have some examples ready.
✨Familiarise Yourself with Company Culture
Research Avidity Group's values and culture, especially their commitment to equality and inclusivity. Be ready to discuss how you align with these values and how you can contribute to a positive workplace environment.
