Job Description – Senior IT Support Technician – New Role - Glasgow
Job Title:
Senior IT Support Technician
Reports to:
Head of Business Systems
Department:
IT Department
Job Level:
4
Location:
The role will be home based initially. Once the office re-opens the role will be
based in Whyte and Mackay, 319 St Vincent Street, Glasgow, G2 5RG with
flexibility for a blend of home working. Travel will be required to all other sites.
Working Hours:
Standard working hours are Monday to Thursday, 08:30am – 5.00pm & Friday,
08:30 – 13:30 (35 hours p/w) with flexibility on start and finish times.
Occasional working outside of these times will be required when travelling,
onsite or for project work.
As the Senior IT support Technician, you will be the escalation point for when
one of our user’s has an IT related issue and will provide technical support on a
wide range of issues ranging from application support to server/network
problems.
Main purpose of job:
You will work with a team of two, 1st line IT Support Technicians supporting 500+
end users in the UK and internationally.
We are looking for someone that will display our company values in everything they do:
Key Result Areas (KRAs)
1. Customer Service
• Ensure that an excellent level of customer service and IT support is provided to colleagues across the
business
• Resolving issues and concerns, explaining solutions and escalating as required with support partners and
your peers within the department.
• Act as the main point of internal escalation for the 1st line support team.
• 1st, 2nd and 3rd line support for Networking, Server, printer, software and Cloud IT support issues
• Progressing customer support issues via a ticketing system and dealing directly over the phone and on
site with the end user
• Accountable for the remediation and escalation of high impact issues
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2. Infrastructure and Applications Support
• You should have extensive experience and knowledge of Microsoft server solutions, supporting user
applications, administering/supporting Office365 and be well versed in network technologies and
solutions.
• Troubleshoot and resolve a range of errors from our user base while working closely with the 1st line
support technicians and the senior network administrators.
• Coordinate with external partners.
• Project lead infrastructure, networking and software rollouts, helping to design and document
appropriate solutions, assist in delivery, task allocation and successful deployment/post go live support
• Under-take root cause analysis of Electronic Data Interchange (EDI) failures and fix or work with our third
party service provider to resolve timeously.
3. Flexible and Systematic
• As a key part of the IT department you will need to exhibit a meticulous approach to logging calls, be able
to manage your workload and understand the competing priorities of the business so you can manage
calls appropriately.
• You will be hand over relevant information of fault diagnosis as you escalate the call to your colleagues
so attention to detail is key. You will be a self starter.
• Provide SLA reporting to drive improvements and monitor performance.
• Make changes in day-to-day processes to improve efficiency
Key Success Criteria
Qualifications & Experience
1. Degree/HND in IT related discipline and/or previous experience in a similar IT support role
2. Experience of working with network technologies such as TCP/IP, DHCP, DNS, VLANS etc
3. Extensive experience and knowledge of working with Active Directory, Exchange and SQL server, Office
365, Azure AD, SQL Management and VMWARE Administration
4. Scripting for administration and automation (Powershell)
5. Previous experience working in an small IT team within a fast paced FMCG environment
6. Experience of working with ERP systems. Our in-house system is Tropos.
Knowledge
1. Excellent technical knowledge of Microsoft Server technologies and extensive networking knowledge
2. In depth knowledge across the Microsoft software stack
3. Windows Server Update Services (WSUS) and/or Microsoft Deployment Toolkit (MDT)
4. Experience of using helpdesk management solutions
5. Electronic Data Interchange (EDI) knowledge would be preferred
Skills
1. Excellent problem solving and communication skills
2. Good listener and customer focused
3. Ability to work under pressure
4. Ready to challenge the status quo and suggest new innovative ideas
5. Systematic approach to work
Personal Attributes
1. Good team player
2. Approachable and enthusiastic and excited by the opportunity to do things differently
3. Self-Starter and forward thinking
4. Growth mindset with the drive to continually improve and interested in new challenges.
5. Uses own initiative and takes accountability
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Date Job Description Revised: March 2021
This job description is only a summary of the typical functions of the job and not an exhaustive or
comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties
of the jobholder might differ from those outlined in the job description and other duties, as assigned, may be
part of the job. The job description may be reviewed and updated at any time.
Job Holder Signature:
Line Manager Signature:
Date:
Date:
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Date Job Description Revised: March 2021