IT Support Specialist

**IT BACKGROUND**:
The IT Department is responsible for supporting and maintaining the company’s IT systems through the IT Services team and for enhancing and developing the IT provision through the Projects and Governance team.

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- The IT Support Specialist is a member of the IT Services.- Located onsite within our village, the primary purpose is to work in conjunction with the central IT team to provide hands-on IT support and project implementation assistance for Value Retail employees.- The IT Support Specialist will play a critical role, directly supporting all village team members by providing timely desktop, software and mobile device troubleshooting, employing a high degree of customer service, technical expertise and responsiveness.- In addition, the IT Support Specialist will be fully involved in delivery of business / technical projects to the village, assisting project managers to; assess the requirements of the village, test and train new IT services and provide early-life support after implementation.**KEY RESPONSIBILITIES**:
**General Village Support**
- Ensure that a high level of customer service is consistently delivered
- Handle all IT queries made by Value Retail employees based in the village
- Provide support and testing resource for IT related projects and office moves / re-designs
- Local monitoring / management the service IT delivers to the village
- IT point of contact for village VIP’s
- Occasional remote / onsite IT support to other Villages (Europe)

**Incident / Problem Management**
- Proactively monitor ticket queues within the IT Service Management Tool to ensure all tickets are updated and resolved within the defined SLA
- Undertake initial diagnosis, categorisation and prioritisation of all incidents and service requests and perform first & second line resolution where applicable
- Escalate incidents to internal resolver teams and 3rd party suppliers as required
- Ensure all incidents and service requests are recorded in the IT Service Management Tool
- Keep end customers informed on the status and progress of incidents and requests until an agreed resolution is met
- Identify problem trends and potential issues and escalate as necessary

**Hardware Support**
- Build, configure and install laptops and mobile devices
- Troubleshooting of networked services (WAN, LAN, WIFI)
- Plan and undertake scheduled maintenance of local infrastructure and network
- Provide ad hoc support for meetings & conferences
- Audit and maintain IT hardware stock levels in conjunction with IT Asset Manager

**Project Support**
- Assist with the definition of village specific project requirements
- Participate in all aspects of project testing related to the village implementation
- Deliver training courses/tutorials for new or upgraded systems to the end customer
- Support the local implementation of business and technical change projects
- Publish knowledge articles and other documentation/procedures on common issues
- Provide IT Training for new joiners
- Provision of general ‘How to‘ IT support to the village team

**TECHNICAL SPECIFICATION**:

- Minimum 2 years’ experience working in an IT Support role
- Microsoft Windows 10 desktops and laptops
- Microsoft Office 365 & Teams for Windows & Mac
- Microsoft Azure, Active Directory, Exchange, SCCM, inTune, Windows Server
- Mac OS installation and configuration
- Apple device support & configuration (iPhone, iPad, iOS)
- VPN configuration and administration
- Active Directory user & security group administration
- Exchange permissions, delegation and calendar sharing in Office 365
- Experienced in troubleshooting networked services such as WAN, LAN, WiFi
- Good knowledge of industry best practices and methodologies such as ITIL V3/V4

**PERSON SPECIFICATION**:

- Highly motivated with excellent communication skills and able to integrate well at all levels
- A professional and flexible attitude while multi-tasking at an extremely fast pace.
- A strong Customer led, work ethic and the ability to work well under pressure
- Maintain complete confidentiality and discretion at all times
- Excellent French and English language skills, both written and verbal
- Ability to promote IT services to the end customer
- Ability to anticipate and manage conflicts
- Seeks to understand and be supportive of change
- Acts swiftly and decisively
- Passionate about providing an exceptional service to customers and continually improving
- Manages rapidly changing priorities with a calm attitude and professional manner
- Shows dedication and commitment to ensure work is completed within timescales

**ADDITIONAL INFORMATION**: