Tech Crew Technician

An exciting opportunity for a technical and customer focussed individual with IT Support/ 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 Technician provides technical end user IT support for the organisation operating environment including operating systems and a variety of both mainstream software packages and specialist teaching/research hardware and software across the various sites and facilities at which the organisation has a presence. The Tech Crew Technician is responsible for identifying and resolving incidents, advising staff and students on technical matters, providing information to the business on issues in the operating environment, and documenting solutions. Few key duties and responsibilities mentioned below.
- Provide advice and support to clients on a broad range of IT platforms within a large-scale environment.
- Promptly and professionally respond to and identify and resolve incidents and service requests received from stakeholders at all levels of the organisation.
- Where incidents are not resolved at first point of contact, analyse, and diagnose the incident and assign to an appropriate person with sufficient information to expedite resolution of the incident.
- Provide technical guidance for students and staff as required in resolving incidents with hardware, software and devices as required.
- Assist with development, identify, and suggest initiatives that may result in efficiencies in work practices, policies, processes, and increased quality improvements.
- Identify and report on regularly occurring problems so permanent solutions may be investigated.
- Follow IT service management processes (incident, problem request, change).
- Update customers regularly as to the progress of their incident and escalate matters as required.
- Follow all relevant Information Technology and Digital Services processes and procedures for work performed.
- Prioritise and manage open cases and ensure that the work queue is progressed in a timely manner and customer satisfaction levels are adhered to.
- Exhibit a flexible approach to working on a roster and provide necessary cover where needed.

**What you'll need to succeed**
- A team player who actively contributes to their team providing support to other team members to help them get the job done, meet goals or manage projects.
- Experience in a customer facing service environment and ability to liaise effectively with a diverse range of users.
- Experience working effectively in a team environment.
- Excellent organisation skills and the ability to demonstrate practical troubleshooting and problem analysis techniques
- Actively participates in own professional development and growth.
- 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** #2679787