Job Title: IT Support Technician
Department: IT Department
Reports to: IT Manager

The role of IT Support Technician is to support Waymade and Waymade Capital employees by answering questions, resolving technical problems and maintain the network, software and computer equipment. Support will be provided in person, phone or online to address issues ranging from network systems to individual desktop/laptop and mobile devices.

The IT Support Technician will be expected to be first point of contact and provide 1st and 2nd line support to two sites, based in Basildon Essex and remote support for our external colleagues.

Ensure ITSM tools are used to maintain records of incidents/tickets, knowledge and service requests throughout the entirety of the tickets lifespan and maintaining communication with user(s).
Assist IT Manager in research and testing of new technologies to be used by the IT Department and throughout the business.
Work closely with colleagues, developers, testers and a variety of end users to ensure technical compatibility and user satisfaction.
Pro-active action taken to assist with ongoing projects.
Populate and develop IT knowledge base.
Create, monitor and update key policies and procedures, including CMDB and new starter/ leaver process.
Analyse incident, problem and change data to identify the underlying root causes and propose resolutions.
Monitor and maintain all systems – including patching, windows versions and security updates.
Carry out general Sage X3 ERP system maintenance.
Hardware refresh, replacing old IT hardware with new IT equipment – continuous rolling three-year life cycle program.
Perform 1st line network diagnostics.
Floor walk and weekly check of meeting room equipment, labelling of IT environment/tidying of comms and store rooms.
User Training/Introductions to new elements.
Other duties as assigned.

Provide the 1st point of contact for all Service Desk Incidents and Requests for Change.
Ensure SLAs and KPIs are met.
Resolve all 1st and 2nd line queries and escalate where required to the 3rd line when appropriate.
Provide support across the following Servers, Desktop, Software, Printers, Remote Access and Mobile Devices.
Accountable for Service Desk system and ticket management.

Maintain professional standards at all times.
To be punctual, maintain dress standards, be polite and courteous to internal and external customers at all times.
To act in an efficient and professional manner at all times.
To maintain a high level of confidentiality, as appropriate to the circumstances.
To be approachable, helpful and flexible in attitude at all times.
Ability to work under pressure.

Qualification in IT

Experience & Competencies
Track record of customer service and experience of dealing with users on-premise and remotely.
Document writing
Supporting a range of Hardware and Software.
User acceptance testing.
Experience in IT Support.
Windows 10, MS Office 2016 / 365.
Procurement and asset management.
Windows Image Deployment.
Experience with the following, TrackIT or similar SDS, Sage X3 V6.5, Active Directory, Exchange, Avaya, WSUS, Meraki, Office 365, VMware.

Knowledge & Skills
Proven Technical, problem-solving and troubleshooting skills.
Methodical worker with high attention to detail.
Excellent verbal and written communication skills.
Diagnosing and resolving technical issues
Adaptable to change, an ability to pick up new skills rapidly.
ITIL v3/v4 foundation
Full UK driving licence

Personal Qualities:
Develop and maintain professional relationships with internal and external partners.
Service Orientated, excellent customer service persona.
Able to be flexible with working hours.
Ability to work on own initiative and as part of a team.

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