We're looking for a Senior Technical Officer to join a busy, customer focused technical services team supporting a large enterprise Microsoft environment.
This is a great opportunity for an experienced ICT support professional who enjoys hands on troubleshooting, mentoring junior staff, and contributing to a positive, people first workplace culture.
About the role
As Senior Technical Officer, you'll enhance operational capability across the business by providing technical advice, troubleshooting, and hands on support in a primarily Microsoft environment. You'll support sites both on site and remotely, contribute to project deliverables, and help maintain reliable end user computing services within a customer focused service centre.
The role covers Tier 1 and 2 support, incident triage and escalation, ICT configuration and monitoring, technical documentation, and end user training.
Key responsibilities
- Provide on site and remote operational support in a primarily Microsoft environment
- Configure, install, monitor, support and manage ICT environments, contributing to project deliverables as required
- Provide Tier 1 and Tier 1.5 technical support, investigating and diagnosing incidents, taking remedial action and escalating accurately where needed
- Prioritise and manage your own workflow to meet deadlines and agreed service levels
- Apply IT service management processes and workplace health and safety standards
- Develop and maintain ICT documentation, knowledge base articles, and support procedures
- Provide practical guidance to end users on desktop environments and applications
- Mentor colleagues in delivering high quality ICT support
We're looking for a Senior Technical Officer to join a busy, customer focused technical services team supporting a large enterprise Microsoft environment.
This is a great opportunity for an experienced ICT support professional who enjoys hands on troubleshooting, mentoring junior staff, and contributing to a positive, people first workplace culture.
About the role
As Senior Technical Officer, you'll enhance operational capability across the business by providing technical advice, troubleshooting, and hands on support in a primarily Microsoft environment. You'll support sites both on site and remotely, contribute to project deliverables, and help maintain reliable end user computing services within a customer focused service centre.
The role covers Tier 1 and 2 support, incident triage and escalation, ICT configuration and monitoring, technical documentation, and end user training.
Key responsibilities
- Provide on site and remote operational support in a primarily Microsoft environment
- Configure, install, monitor, support and manage ICT environments, contributing to project deliverables as required
- Provide Tier 1 and Tier 1.5 technical support, investigating and diagnosing incidents, taking remedial action and escalating accurately where needed
- Prioritise and manage your own workflow to meet deadlines and agreed service levels
- Apply IT service management processes and workplace health and safety standards
- Develop and maintain ICT documentation, knowledge base articles, and support procedures
- Provide practical guidance to end users on desktop environments and applications
- Mentor colleagues in delivering high quality ICT support
About you
The successful applicant will display the following skills, experience and attributes.
- Demonstrated technical expertise in the configuration, monitoring and management of ICT environments across one or more technical domains
- Proven experience delivering high quality ICT support, managing workloads and prioritising tasks with limited supervision
- A track record of resolving ICT related problems within agreed service levels
- Strong interpersonal and communication skills, with the ability to mentor junior staff and support a positive team culture
- Well developed written communication skills, including preparing documentation, work instructions and technical reports
- Experience with, or the ability to quickly learn, ServiceNow and ITIL based service management processes
- A genuine interest in staying current with emerging ICT technologies
Technical requirements
- Experience supporting enterprise Microsoft Windows desktop and end user computing environments
- ICT configuration, installation, monitoring and management using endpoint configuration tools
- Tier 1 and Tier 2 incident investigation, diagnosis, remediation and escalation
- Experience with ServiceNow and ITIL based IT service management
- Ability to develop technical documentation and provide user training
ICT Support Officer employer: Empire Group
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