IT-OK has been providing quality IT support services for businesses across Cornwall for over 15 years. Our ethos for continual improvement and delivering professional customer focussed services has grown our reputation as a leading support supplier for business technology.

An exciting opportunity has arisen for an experienced, responsible Level 3 IT Support Technician to join our team. Working from our offices in Bodmin you will be an integral part of our IT support team working alongside our level 1 & 2 technicians.

Daily duties include:

  • To perform Level 3 IT Support tasks remotely, over the phone or at the clients site in accordance with our IT Service Level Agreement.
  • To assist first and second line support technicians in the execution of their duties by sharing technical and procedural expertise where appropriate or providing cover during holidays etc.
  • To understand the IT Service Level Agreement and work to ensure that the IT Support Team complies with its obligations under our Service Level Agreement.
  • To actively manage the IT Support Team ticket system ensuring that all tasks remain updated with latest actions completed or planned actions completed and approve for billing.
  • To maintain an informed dialogue with clients ensuring that expectations are understood and communicated to other members of the IT Support Team
  • To actively participate in the creation and maintenance of the IT Knowledge base.
  • Continually seek improvement in client satisfaction and look to provide improvements to processes where necessary.
  • Essential Skills

  • 3 years experience in Windows Server up to 2019
  • 3 years experience in Desktop support
  • 3 years experience in Office 365 Management,Migration and Configuration
  • Hyper-V / Virtualization
  • 3 years experience in Network Management including Routers, Firewalls and Switches
  • Management and configuration of public WiFi access points
  • Excellent troubleshooting / diagnostic skills
  • 3 years experience in Active directory and group policy management
  • Provisioning Remote Working Environments
  • PowerShell Scripting Language
  • Experience of working with Service Level and Operational Level Agreements.
  • Excellent customer facing skills
  • Experience with Sophos and ESET security software
  • Ability to work as part of a team
  • Full, clean driving license
  • Desirable Skills

  • Microsoft Azure
  • SQL Server
  • Linux / Centos / Ubuntu
  • MacOS and IOS
  • Android
  • VOIP Phone Systems
  • Qualifications

    Good general education to GCSE / A Level Standard
    Microsoft Certified MCSE in Windows Servers and Networking (Or equivalent)

    About the role

    Reporting to the company directors you will be a hard-working, responsible individual. You will need the ability to keep a level head under pressure and communicate efficiently and clearly with both our clients and your peers.

    A full, clean driving license is essential as travel to site to carry out installations, repairs and upgrades will be required as part of the role. Ideally you will have a minimum of 3 years’ experience within a similar commercial role.

    You will be able to participate in an on-call rota within the support team to cover any out of hours issues that may arise.

    Job Types: Full-time, Permanent

    Salary: £28,000.00 to £31,000.00 /year

    Experience:

    Desktop Support: 3 years (Required)
    Windows Server: 3 years (Required)
    Office 365: 3 years (Required)
    Network Management: 3 years (Required)

    Education: A-Level or equivalent (Required)

    Article by Andrew Hampton on th May 2019