IT Support Technician

July 12, 2024
£120 - £120

Job Description


Loriens Edinburgh based Public sector client is looking for a experienced IT Support Technician to join their team on an initial short term contract, working fully remotely.

Main Duties

Service Desk Operations:

  • Deliver on-site 1st and 2nd line technical support with occasional travel to regional gardens required.
  • Provide excellent customer service with strong communication via telephone calls, emails, in-person, and online meetings from first contact through to resolution of the issue.
  • Analyse, diagnose, and resolve incidents, including escalating issues to third
  • Ensure asset management information for the technology estate is current and recorded.
  • Update customers regarding service statuses, planned maintenance and service interruptions following communication
  • Deliver remote support to regional gardens and hybrid
  • Assist in maintaining IT support procedure and process
  • Advise users on IT policy and promoting good working practice with technology.
  • Support improvements to systems and processes to ensure cyber
  • Improvement of customer satisfaction through effective communication and reduction response

Knowledge Transfer & Audio Visual:

  • Develop technical documentation for the internal team and for users in the form of Knowledge Base articles.
  • Advise users on application and technology
  • Assist in maintaining user awareness of current cyber issues and identifying and reporting any cyber incidents or concerns.
  • Support event audio-visual set up and
  • Oversee peripheral AV equipment support and
  • Provide support for printer fleet including managing incidents with managed service provider.

Infrastructure & Cyber Security:

  • Maintain Microsoft Active Directory user accounts, including executing incoming requests for changes, provisioning new users, changing group membership, security settings and following workflows for leavers and their data.
  • Build, deploy, maintain, update, and repair end-user computer hardware devices.
  • Liaise with third-party support technicians for warranty calls.
  • Apply software images and updates to end user devices, reacting to and escalating requests for changes.
  • Assist in embedding secure working practices in organisational culture.

Carbon60, Lorien & SRG – The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.