Systems Support Technician in Ashley

This role will require a full driver's licence and access to a vehicle. You will need to work flexibly across several sites.

JOB PURPOSE

The IT systems support technician plays a pivotal role in maintaining and supporting our IT systems and SaaS applications. The primary responsibilities include ensuring that the technology operates smoothly and efficiently, maintaining access controls, helping users with second-line technical issues, and contributing to the overall performance of IT systems.

MAIN RESPONSIBILITIES

• Understand and comply with industry standard security practices such as Cyber Essentials Plus.
• Liaise with third party organisations such as application providers, ensuring issues are logged correctly and resolved within set SLAs.
• Assist the IT team in testing any new applications, projects or systems.
• Apply experience and knowledge to enable complex incident resolution and promptly escalate unresolved incidents, while ensuring that IT users are fully updated on the status.
• Provide user support for hardware devices such as desktops, laptops, phones and printers.
• Provide additional basic support for our core applications like housing management, finance, HR and training.
• Ensure that equipment is updated to the latest critical and security patch levels.
• Keep key technical documentation up to date, particularly those related to specific IT processes and procedures, such as admin guides.
• Develop and continuously improve own skills and knowledge.
• Produce device or user metric reports to the IT team leader or IT manager as required.
• Provide IT induction to new staff (including use of equipment and access of applications).
• Liaise with third party managed service providers, network services and security partners to resolve staff security, hardware, or connectivity issues.
• Maintain and respond to access requests for data shares and applications in a timely manner including the removal of leavers.
• Support and respond to requests for new and additional devices.
• Ensure our device management systems are accurate and up to date.
• Administration of all systems and applications used by Two Saints.
• Ensure that our ICT policies are followed, and carry out general user access control, permission changes etc.
• Oversee daily tasks in the IT inbox, such as security alerts, updates and staff changes and carry out any follow up actions required.
• Assist with the setting up and decommissioning of services.

ESSENTIAL CRITERIA

• At least two years experience or equivalent qualification in a related support role.
• Proven technical ICT skills (Microsoft Entra, Intune, Exchange Online & Teams administration).
• Ability to work to deadlines.
• Flexible and approachable attitude.
• GCSE or equivalent level qualifications preferable.
• Excellent communication skills written and oral.
• Experience of performing routine maintenance on IT systems to ensure optimal performance and security.
• Full / clean driving license and own transport essential.
• To understand and demonstrate our values at all times.

DESIRABLE CRITERIA

• Experience of proactive problem resolution.
• Comfortable with visiting staff groups on site and providing support clinics to fix issues, provide training or guidance on how to resolve common problems.
• Experience of logging and tracking incidents and requests, prioritising them based on urgency, and ensuring timely resolution.
• Able to work closely with other IT teams, such as network administrators and infrastructure managers, to ensure seamless operation and support of the IT environment.

We reserve the right to close our adverts early if a successful candidate is found, so please submit your application as soon as possible.

Two Saints is committed to safeguarding and safer recruitment, using pre-employment checks such as Enhanced DBS, Overseas Police Checks (where appropriate), Reference Checks and CV gap querying upon appointment to the role.

ABOUT US

We offer support to people who are homeless, vulnerable or at risk of becoming homeless and need help rebuilding their lives for a brighter future. Our services include safe, flexible and reliable client led housing and support with a focus on reducing homelessness, improving health and wellbeing and building on individuals' skills and resilience to break the cycle of homelessness, poverty and exclusion. We work in partnership with multiple agencies and authorities to deliver support and accommodation needs across Berkshire, Hampshire, Isle of Wight and Dorset. We are dedicated to safeguarding all young people and adults with our services. We follow safer recruitment practices for all our vacancies to assure that all successful candidates are suitable to work with our clients. We are committed to creating an inclusive and diverse workforce that embodies our values and promotes a tolerant and respectful environment where everyone can feel empowered to succeed. We welcome and encourage applications from people of all backgrounds and will support with any reasonable adjustments needed during the recruitment process.