JOB DESCRIPTION

July 2016

Job title: Support EngineerDepartment: Information Technology

Team: Information TechnologyJob holder: Vacant

Reporting to: IT Operations Manager

Aim

Provide 1st line helpdesk IT support to all Crisis staff, volunteers and sessional tutors.

Circumstances

  • 35 hours per week.

Salary

  • £21,200per annum

Organisational chart

Principle Accountabilities

IT Support

  • Provision of 1st line support, monitoring and responding to Helpdesk email, ticketing and telephone systems, as a member of a team providing support availability from 8.30am to 6pm
  • General troubleshooting of all Crisis user-facing systems, including hardware (desktop/laptop/tablet/printers) and software (windows 7/8/10, Office 2013/2016)
  • Accurate logging of all issues into helpdesk system according to IT procedure
  • Responding to user support requests, providing immediate fixes for basic and documented issues, providing training and guidance on Crisis best practice to users
  • Initial examination of all support issues, and escalation to 2nd line as appropriate
  • Quarterly visits to Crisis regional Skylight offices, providing user support and carrying out onsite maintenance and upgrades with support of Infrastructure engineering team (may require overnight stays)
  • Basic user administration following documented processes - processing starters and leavers, user password resets, assigning and removing software and licenses
  • Maintaining IT asset and systems documentation as instructed
  • Checking daily backup and updating documentation
  • Workstation build and setup, following documented procedures
  • Working with service providers and suppliers as required
  • Assisting with the creation and maintenance of knowledgebase documentation
  • Work on projects according to requirements of Infrastructure team

General

  • Develop and maintain an understanding of the charity’s work and the needs and circumstances of homeless people
  • Comply with Crisis policies and procedures, including Health and Safety policies, for which all employees owe a duty of care both to themselves and others, in accordance with the Health and Safety at Work Act
  • Carry out any other duties that may reasonably be required in the light of the main purpose of the job.

Person Specification

Essential

  1. Good technical aptitude and motivation to develop a broad technical skillset through troubleshooting and investigation of problems on own initiative
  2. Good interpersonal and communication skills for working with both technical colleagues and non-technical users
  3. Experience with using and operating Microsoft Windows based desktop operating systems
  4. Experience with Microsoft Office suite including Word, Excel, Outlook programs
  5. Commitment to Crisis’ purpose and values including equality and social inclusion

Desirable

  1. Academic or technical qualifications in Information Technology
  2. Understanding of standard enterprise systems such as Windows server, Active Directory, Group policy, virtualisation systems
  3. Understanding of Office365 and SCCM
  4. Understanding of TCP/IP Networking, cable patching, Avaya telephony systems

We encourage applications from all sections of the community particularly those with personal or previous experience of homelessness.