IT Support Technician

Posted 9 March by Equas Ltd Ending soon

An exciting opportunity for a qualified IT apprentice or graduate to join a small, committed and friendly IT team.

Equas is a management consultancy and B2B software provider. Sales of the company’s software product, Activ, are growing rapidly and Equas is now looking for a high-calibre individual to augment its IT team. The role has two main elements to it, combining day-to-day administration of the company’s internal IT needs and providing first-line support to Activ customers.

Web development skills and a basic understanding of database design are pre-requisites, but beyond that our primary objective is to find a candidate with the right level of enthusiasm, commitment and professionalism to become a key member of the team.

The role

Working closely with the IT Manager, you will make a meaningful contribution to Activ’s continued growth by supporting internal IT processes and delivering consistently excellent customer service. The role will include:

  • Managing the up-time and speed performance of the company’s websites, implementing content changes and supporting the development of new content and features
  • Providing internal support to Equas in the use of IT hardware and software - data back-ups and application administration; Microsoft 365 applications; Equas MIS and ERP systems; information security protocols; other applications as required
  • Setting up/configuring new Activ systems
  • Providing first-line support to customers - response to and administration of support tickets; management of and response to inbound telephone calls and emails; trouble-shooting and fault investigation of usability issues; escalation of bugs to the IT Manager and software development team
  • Providing support for the maintenance of the Activ knowledgebase - creation of help articles; undertaking user acceptance tests prior to the release of new modifications
  • Pro-actively maintaining and extending knowledge of relevant IT technologies, software products, information security best practices, Equas products and Equas services

Key Personal Attributes

  • Personable - an aptitude for engaging with people and inspiring their confidence
  • Good communicator - the ability to explain concepts clearly and concisely
  • Strong commitment - a natural disposition to deliver helpful, caring and responsive customer service
  • Administrative excellence - with close attention to detail
  • Fast learner - creative problem solver, able to work independently
  • Curious - a strong desire to continually develop your knowledge and enhance your technical skills
  • Consistently professional conduct

Qualifications and Experience

Depending on your level of previous experience, training will be provided to ensure you continually develop appropriate technical and personal skills.

Essential:

  • BTEC National Diploma in Computer Studies, HNC/HND Computer Studies, or similar
  • Website maintenance and development including programming using WordPress and HTML
  • Basic knowledge of database design, management and report writing

Any of the following, while not essential, would be advantageous

  • Advanced knowledge of Office 365 applications
  • Experience of first-line customer support in use of software applications
  • Experience of management of support ticketing processes
  • Experience of AdWords campaign management
  • Experience of delivery of web-training
  • Relevant apprenticeship, HND or degree qualification

Reference: 34502124

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