IT ServiceDesk Analyst (Apprentice) / IT Support Technician

We are looking for an IT Support Technician (Apprentice) able to provide first line support to our UK and Europe-based employees. Working with Rayner IT colleagues globally, the individual will be responsible for the following:

Duties

*        ServiceDesk – monitoring the queue of tickets - responding, resolving and communicating with end users as required to resolve incidents and requests in line with Company / IT policies and procedures

*        Remote support to end users to troubleshoot and resolve issues

*        Building new laptops to company standard image / profile

*        Decommissioning of old IT equipment (e.g. laptops, printers, network equipment)

*        Provide software installations and updates, following global software standards

*        Identity and access management – troubleshoot user account issues and modifications in line with security requirements

*        Monitor network equipment for issues and respond in conjunction with IT Infrastructure colleagues

Your key responsibilities will be:

*       Resolution of ServiceDesk tickets within agreed SLAs

*       First line support for office-based employees

*       Remote support for field-based employees

*       Maintaining Company standards for software / application deployments

*       Assist in the procurement of IT equipment in line with Company standards

*       Advising the user community on correct and secure usage of IT equipment and systems

*       Ensuring security measures for IT systems are monitored and maintained

*       Working closely with global IT colleagues, contribute to the on-going development of the IT function in Rayner

Skills Required:

*       Remote Employee Support

*       Windows Desktop/Server Administration

*       Active Directory and Group Policy Management

*       Windows Imaging Administration and Management

*       Software Automation, Deployment and Patching

*       Inventory Management

*       Office 365/Azure AD Administration

*       Architecture and Infrastructure Support (Network Layer understanding - Minimally Layers 1-4)

*       Basic hardware repair (laptop/desktops)

Qualifications: 

Essential:

*       As an apprentice, a desire to develop IT skills and pursue a career in IT is essential

*       Ability to communicate clearly and effectively with the end-user community

*       Relevant qualification in aspects or IT support and administration is desirable but not essential as an apprentice

*       Basic familiarity with IT hardware and software, security standards and networking protocols