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Junior IT Support Technician, Colchester Office

Start date: As soon as possible

Salary: £17,000-23,000

Working hours: Monday to Friday, 9.00am to 5.30pm, 1 hour for lunch

Holiday entitlement: 20 days per annum

Job Specification: Working on an internal Help Desk providing support across all offices for the various software, applications and hardware used within the firm, involving all aspects of customer support. The role includes both telephone and desk side support and will include visiting branch locations as required. Tasks will include:

  • Be available on the Help Desk to take incident or emails at all times.
  • Ensure all incidents/service requests are logged and dealt with in the quickest, most effective and efficient way, ensuring where within your control a resolution is agreed with the customer
  • Manage customer expectations by regular updates
  • Develop customer relationships that ensure the delivery of exceptional client service
  • During a Severity 1 incident, make sure the IT Director has all necessary information to be able to communicate with the rest of Ellisons on a regular basis.
  • Ensure all customers that visit the Help Desk area are assisted and have an incident logged and progressed within the incident logging system
  • Develop an in-depth knowledge of key applications and stay abreast of developments in new technologies
  • Where appropriate take ownership of applications and managing the software lifecycle i.e. upgrades, patches, deployments or mini projects as directed by the IT Director.
  • Contribute to continuous improvement by challenging what can be improved upon and promoting efficiencies
  • Maintain operational, configuration, or other system administration procedures as requested by the IT Director.
  • Assist in the delivery of IT projects to the wider firm.

Skills and experience required:

  • 1st level and/or 2nd level support experience (desirable)
  • Knowledge of the operational and support aspects of computer systems, hardware, software and peripheral equipment
  • Demonstrable knowledge of Cloud technology, specifically Microsoft Azure and Office 365.
  • Awareness of ITIL including Change, Capacity, Availability & IT Service Continuity (DR/BCP)
  • Motivated to establish and eradicate the root cause, not treat symptoms.
  • Windows OS level knowledge
  • MS Office experience
  • Understanding of iPhone & Mobile Broadband
  • Active Directory experience
  • Understanding of Tablets/Laptops/Desktops
  • ITIL foundation (desirable)
  • MCP (desirable)

Report line:  Director of IT

To apply for this position please send your current C.V. with a covering letter to