Senior IT Support Technician Tuesday 8 June 2021 - Glasgow

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Nine Twenty have a rare and exciting opportunity, a technical role within the drinks industry!  We are on the lookout for a Senior IT Support Technician.

The role will be home based initially. Once the office re-opens the role will be based in Whyte and Mackay, 319 St Vincent Street, Glasgow, G2 5RG with flexibility for a blend of home working. Travel will be required to all other sites.

Responsibilities:

As the Senior IT support Technician, you will be the escalation point for when one of our user’s has an IT related issue and will provide technical support on a wide range of issues ranging from application support to server/ network problems. You will work with a team of two, 1st line IT Support Technicians supporting 500+ end users in the UK and internationally.

Key Result Areas:

Customer Service

  • Ensure that an excellent level of customer service and IT support is provided to colleagues across the business
  • Resolving issues and concerns, explaining solutions and escalating as required with support partners and your peers within the department.
  • Act as the main point of internal escalation for the 1st line support team.
  • 1st, 2nd and 3rd line support for Networking, Server, printer, software and Cloud IT support issues
  • Progressing customer support issues via a ticketing system and dealing directly over the phone and on site with the end user
  • Accountable for the remediation and escalation of high impact issue

Infrastructure and Applications Support

  • You should have extensive experience and knowledge of Microsoft server solutions, supporting user applications, administering/supporting Office365 and be well versed in network technologies and solutions.
  • Troubleshoot and resolve a range of errors from our user base while working closely with the 1st line support technicians and the senior network administrators.
  • Coordinate with external partners.  
  • Project lead infrastructure, networking and software rollouts, helping to design and document appropriate solutions, assist in delivery, task allocation and successful deployment/post go live support
  • Under-take root cause analysis of Electronic Data Interchange (EDI) failures and fix or work with our third-party service provider to resolve timeously.

Flexible and Systematic

  • As a key part of the IT department, you will need to exhibit a meticulous approach to logging calls, be able to manage your workload and understand the competing priorities of the business so you can manage calls appropriately.
  • You will be hand over relevant information of fault diagnosis as you escalate the call to your colleagues so attention to detail is key. You will be a self-starter.  
  • Provide SLA reporting to drive improvements and monitor performance.
  • Make changes in day-to-day processes to improve efficiency

Qualifications & Experience:

  • Degree/HND in IT related discipline and/or previous experience in a similar IT support role
  • Experience of working with network technologies such as TCP/IP, DHCP, DNS, VLANS etc
  • Extensive experience and knowledge of working with Active Directory, Exchange and SQL server, Office 365, Azure AD, SQL Management and VMWARE Administration
  • Scripting for administration and automation (Powershell)
  • Previous experience working in a small IT team within a fast-paced FMCG environment 6. Experience of working with ERP systems. Our in-house system is Tropos.

Knowledge:

  • Excellent technical knowledge of Microsoft Server technologies and extensive networking knowledge
  • In depth knowledge across the Microsoft software stack
  • Windows Server Update Services (WSUS) and/or Microsoft Deployment Toolkit (MDT)
  • Experience of using helpdesk management solutions 5. Electronic Data Interchange (EDI) knowledge would be preferred

Skills:

  • Excellent problem solving and communication skills
  • Good listener and customer focused
  • Ability to work under pressure
  • Ready to challenge the status quo and suggest new innovative ideas
  • Systematic approach to work

Personal Attributes:

  • Good team player
  • Approachable and enthusiastic and excited by the opportunity to do things differently
  • Self-Starter and forward thinking
  • Growth mindset with the drive to continually improve and interested in new challenges.
  • Uses own initiative and takes accountability