Tech Crew Technician

An exciting opportunity for a highly motivated and customer focussed individual with L2 Desktop experience.

**Your new company**
This well-regarded organisation within the education sector is customer centric and possesses a supportive and flexible organisational culture. An exciting opportunity currently exists for a highly motivated technical and customer focused Tech Crew Technician to join their team to work in an enterprise environment.

**Your new role**
Tech Crew Technicians provide end-user level 2 technical IT support for the organization's operating environment, which includes operating systems (Apple, Windows, Linux) and a variety of both commonplace and specialised teaching/research hardware and software across the various sites and facilities where the organisation is present. The Tech Crew Technician is in charge of locating faults, resolving them, giving technical advice to all stakeholders, informing the business about problems in the operational environment, and recording solutions. Several important tasks and obligations are listed below.
- In a large-scale setting, give clients guidance and help on a variety of IT platforms.
- Quickly and professionally address problems and service requests that come in from all levels of the organization's stakeholders.
- In cases when incidents are not addressed at the initial point of contact, analyse, diagnose, and allocate the issue to the proper person with enough information to hasten its resolution.
- As needed, offer students and staff technical assistance in resolving difficulties with hardware, software, and devices.
- Help design, discover, and suggest projects that could lead to more effective working procedures, policies, and procedures, as well as higher quality improvements.
- Recognize recurring issues and report them so that long-term fixes can be looked at.
- Obey procedures for IT service management (incident, problem request, change).
- Regularly inform consumers of the status of their incident and escalate problems as necessary.
- Follow all applicable processes and procedures for work undertaken in the field of information technology and digital services.
- Set priorities for and manage open cases, making sure that the work queue moves along quickly and that customer satisfaction standards are upheld.
- Work on a roster with flexibility, and when necessary, fill in for others.

**What you'll need to succeed**
- A team player who actively supports their team by lending support to other team members so they may complete tasks, achieve objectives, or manage projects.
- Demonstrated expertise in identifying and fixing a wide variety of technical issues with desktops, laptops, peripherals, mobile devices, and related software programmes.
- Customer service experience and the capacity to communicate successfully with a wide range of users
- Proven ability to perform well in a group setting.
- A strong sense of organisation and the capacity to use real-world problem-solving and analysis methods
- Actively contributes to one's own growth and development professionally.
- Knowledge of SLAs, KPIs, and IT service standards.
- An understanding of IT service standards, SLAs and KPIs
- Demonstrated ability to promote the organisational values of integrity, respect, collegiality, excellence and discovery, and a commitment to positively comply with the associated behaviour expectations.

**What you need to do now**

At Hays, we value diversity and are passionate about placing people in a role where they can flourish and succeed. We actively encourage people from diverse backgrounds to apply.

If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

**LHS 297508** #2748448