IT Helpdesk Technician - Destinology (Bolton)
Role Responsibility
Responsibilities
Helpdesk & Support:
- 1st point of call for all IT related support issues.
- Troubleshooting user software and hardware problems both face to face, over the phone remotely.
- Liaising with third party providers on support issues.
- Configuration of new PCs and rebuild of existing PCs.
- Setting up and moving (when required) of users’ working environment.
- Maintenance and continual improvement of user support documentation.
- Perform any required IT related user training.
- Communicate any system maintenance downtime or outages.
- Accept ownership for assigned incidents and own the end-to-end process keeping the user updated throughout.
- cover Out of hours ‘on call’ phone service for employees (evenings and weekends) – shared on a rota basis with Network and Infrastructure Lead (additional on call payments apply)
Network & Infrastructure:
In the absence of or at the request of the Network & Infrastructure Lead…
- Troubleshooting server hardware and infrastructure problems.
- Liaising with third party providers on support issues.
- Administration and maintenance of all server hardware and infrastructure at all Destinology premises including physical and virtual servers, firewalls, switches, printers, network, patching, phones, etc.
- Administration and maintenance of active directory and group policies.
- Administration and maintenance of shared files and folders.
- Administration and maintenance of data and system backups and DR solutions ensuring protection and fit for purpose.
- Ensure always the security and compliance of our network and infrastructure including backups, anti-virus, firewalls, remote access, information security, etc.
Other:
- Adhere to processes and procedures but also contribute and feedback where improvements can be made.
- Procurement of required IT hardware (where requested by the Network & Infrastructure Lead).
- Administration and maintenance of IT asset register.
- Participate in the IT helpdesk out of hours rota.
- SFIA Level 2 responsibility.
The Ideal Candidate
The Individual
Capability, Knowledge and Experience:
- Strong knowledge and understanding of broad based technical IT service desk role.
- Strong knowledge of performing 1st line fixes and desk visits to resolve incidents.
- Good Knowledge of Windows Server 2008 onwards including…
- Active Directory
- Group Policy
- DFS
- Understands the fundamentals of computer networks…
- Layer 2 & 3 routing
- DNS
- DHCP
- TCP & UDP
- Telephony… SIP, WebRTC
- Firewalls
- Strong client based Microsoft skills, including…
- Microsoft Windows 7 onwards
- Microsoft Office Suite 2013 onwards
- Office 365
Advantageous:
- Microsoft Certified
- In-depth knowledge and understanding of call logging systems
- Strong networking and security skills, including…
- Firewall configuration
- Networking configuration
- Security best practices
- Backup and disaster recovery
- Strong server based Microsoft skills, including…
- Microsoft Windows Server 2008+
- Microsoft Windows Update Server (WSUS)
- Microsoft Hyper-V
- Driving Licence with access to a vehicle (as will cover our other sites and may need to travel to our other sites)
Education and Qualifications:
- A+ and N+
- MCSA (or equivalent experience)
Personal Characteristics:
- Excellent communication skills with ability to adjust to different audiences.
- Ability to relate well to a range of people at all levels.
- Pro-active with a thirst for knowledge and resolving user issues.
- Take responsibility for own work and maintain high personal and professional standards.
- Excellent time management.
- Show empathy with customers and be able to deal with those who maybe stressed or up against a deadline.
- Show professionalism at all times and displays a clear and helpful frame of mind when dealing with customer phone calls.
Other
There will be project work to complete, which should be done in a professional manner
The duties listed are not exhaustive. Additional hours of work may be required, as determined by the needs of the business. Managers and staff may be required to undertake additional duties, responsibilities and projects as appropriate.
Package Description
£18,000 - £21,000 depending on experience
Job Description Summary
The role splits into two main areas – 1. A typical IT helpdesk role supporting Destinology’s internal users and 2. Supporting the Network & Infrastructure Lead role at Destinology who is responsible for everything network and infrastructure related at all Destinology premises.
In the absence of the Network & Infrastructure Lead responsibility of everything network and infrastructure related would revert to the Head of IT, although there would be an expectation of increased involvement from the IT Helpdesk Technician when required.
The role does not include any line management responsibilities but there is a requirement for leading by example with other IT helpdesk employees.
The focus of the role is to ensure Destinology users and systems are well supported by having well maintained and fit for purpose servers, networks and infrastructure as well as friendly, approachable and pro-active IT helpdesk team.
The role splits into two main areas – 1. A typical IT helpdesk role supporting Destinology’s internal users and 2. Supporting the Network & Infrastructure Lead role at Destinology who is responsible for everything network and infrastructure related at all Destinology premises.
In the absence of the Network & Infrastructure Lead responsibility of everything network and infrastructure related would revert to the Head of IT, although there would be an expectation of increased involvement from the IT Helpdesk Technician when required.
The role does not include any line management responsibilities but there is a requirement for leading by example with other IT helpdesk employees.
The focus of the role is to ensure Destinology users and systems are well supported by having well maintained and fit for purpose servers, networks and infrastructure as well as friendly, approachable and pro-active IT helpdesk team.
About the Company
About The Company
Established in 2004, Destinology have grown from a young, ambitious luxury travel start-up, to being bought by the hugely successful Saga PLC in 2014. We’re experiencing year on year growth, but we want more!
We’re a digitally focused company who believe in doing things a little bit differently as we strive to stay one step ahead, exploring and helping to redefine what luxury travel really means to people. Passionate about our products, places and people, we take great pride the relationships we build - with our customers, the suppliers we work with and our team.
It’s our dedication to customers, technology and people that helps to set us apart and provides the foundations to build success.
When you join Destinology you will see that we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement.
We value diversity not just because it is the right thing to do, but because diverse teams perform better. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. Fair consideration is given to applications from all applicants, including those with disabilities. If you need support at any point with your application please let us know as we will be happy to help.
See how our team go the extra mile to create amazing memories for our customers:
Saga Group
