IT Support Technician

Overview

Steeper Group is a true leader in the Orthotic, Prosthetic and Assistive Technology products. In the past 100 years we have grown to become one of the UK s largest suppliers. Steeper s vision is to create life s turning points, together. We aim to do this by delivering innovative prosthetic, orthotic and assistive technology products and responsive clinical services.

We have an exciting opportunity for a IT Support Technician to join our existing team at our Head Office in Leeds.

This is a full-time (Monday to Friday) role based on site at our Leeds headquarters, this role is ideal for an IT Support engineer with 1 to 2 years experience in desktop support, network and storage infrastructure, looking to develop their first- and second-line support skills.

• Provide technical hands-on support, answering support queries either in person or via phone or ITSM system.
• Maintain a high degree of customer service for all support queries.
• Take ownership of user problems and be proactive when dealing with user issues whether raised directly or via escalation from another team member.
• Log all calls on the ITSM system and maintain full documentation.
• Respond to enquiries from clients and help them resolve any hardware or software problems.
• Support users in the use of computer equipment by providing necessary training and advice.
• Work as part of the IT Support team and any other operational/project teams as requested by the IT Project & Support Team Lead.
• Manage workloads and notify the IT Project & Support Team Lead when KPI/Targets are going to be breached.
• Allocate more complex service issues to the relevant IT Support team member.
• Raise any security concerns to the IT Project & Support Team Lead.
• Maintain reports and logs in line with departmental policy.
• Obtain quotes and process orders in line with departmental policy.
• Managing IT stock (laptops, desktops, toner, accessories & peripherals) and keeping asset registers up to date.
• Setting up and configuring new laptops, desktops & mobile devices.
• Installing authorised software to laptops, desktops & mobile devices.
• Configure/maintain computer systems, networks and peripherals as instructed.
• Assist the team with keeping the IT office in a tidy state by following asset disposal procedures (WEEE) and disposing of IT Waste when required.
• If required undertake trips to other sites/data centre including staying overnight where appropriate.
• Be willing to undertake reasonable unpaid overtime.
• Any other duties as requested by the IT Project & Support Team Lead.
• Keep abreast of IT Trends and engage with IT Project & Support Team Lead to develop personal development plans.

• Windows desktop support and administration
• Basic troubleshooting of desktops, laptops, printers, mobile phones
• Active Directory user account creations, password resets and group management
• Office 365 user account creations, group management, licence management
• Exceptional customer service skills
• Confidence in dealing with users of varying levels both face to face and over the phone
• Experience working within IT service delivery, either at an MSP or providing internal IT Support
• Excellent troubleshooting and problem-solving skills
• Excellent ability to transfer knowledge within a team
• Basic networking awareness (DHCP, DNS, WAN/LAN troubleshooting)

• Level 2/3 IT Qualification or equivalent demonstrable experience
• CompTIA A+ or similar training
• CompTIA Network+ or similar training
• Microsoft 365 Fundamentals
• ITIL Foundation Certification
• Windows Server administration
• Basic awareness of cybersecurity and service desk processes (ITIL Foundation)
• Full UK Driving licence

• Competitive salary
• Incremental holiday allowance (rising with service)
• Free parking
• Canteen onsite
• Employee discount platform
• Employee Assistance Programs
• Qualification support
• Flexible working
• Refer a friend incentive
• Cycle2work scheme
• Continuous professional development plans with internal and external training and courses available