Torus Liverpool, UK
Aug 19, 2019Full time
PURPOSE OF THE POST: The Technical Support Officer will support the Technical Support Manager by providing 2nd / 3rd line high-level technical support including problem diagnosis and resolution. This role may require travelling between sites and you may be assigned project tasks where appropriate. KEY RESPONSIBILITIES: To provide high quality ICT services to managers, staff and external customers within a culture of openness, participation and performance Take ownership of support tickets and follow up the status of problems and communicate updates and progress to customers in a timely manner until resolution To provide 2nd / 3rd line problem diagnosis and technical support to all users and maintain the efficient running of infrastructure and future technological improvements To maintain and develop systems already in-place and ensure secure and safe operations. To look at ways to continually improve company ICT solutions and customer satisfaction including keeping up to date with current technology and attending technical forums Maintain relationships with 3rd line external technical support To carry out system admin tasks on all infrastructure and networked systems. To ensure operational procedures are in place, maintained and followed as approved by the Technical Support Manager To maintain organisation’s Service Level Agreements (SLAs) and designing and performing operational tasks and processes to agreed SLAs. To assist the Technical Support Manager in carrying out testing of the ICT Disaster Recovery plan, ensuring the Group can recover from both minor and major interruptions to service Produce and publish both technical and end-user documentation on the ICT Knowledgebase to assist staff with requests for information & provide staff training if required To take a proactive approach to ensure the needs of the business and users are being met via user groups etc Contribute to the compliance with all I.T. policies and accreditations including ISO 27001 and Cyber Essentials. Promote Cyber Security throughout the organisation by adding awareness posts to SharePoint / Yammer. To contribute to the compliance with health and safety legislation in relation to IT throughout LMH All duties must be carried out in accordance with the Torus equality and diversity strategy, policies and procedures To ensure a positive profile for Torus through effective business relationships with partners and stakeholders To carry out such other duties and responsibilities as are consistent with the role.