Web Support Technician

Web Support Technician (Windows 2003) - Contract - Bracknell, Berkshire.

A global IT services company is searching for a Web Support Technician to join their team on a contract basis in Bracknell.

A national security clearance is required for this role but candidates not holding this level of clearance will be considered.

Skills and Experience Required:

Windows 2003 Server Technology including :
-GPOs
-DNS
-Active Directory
-User Account Management
-DFS
-Microsoft Office
-Ability to interpret performance indicators e.g. KPIs

Role:

The role holder works under limited supervision, performing routine activities and taking on non-routine activities. The role holder understands the importance of meeting Service Level Agreements and is focused on meeting customer expectations. The role holder will resolve escalations from other team members and will have a good knowledge of their working area, processes and required technical skills.

Key Accountabilities:

• Technical Capability. Fully able to support routine technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs) and able to support less experienced team members
  * Business Awareness. Develops an understanding of customer's environment and service delivery requirements to enable the delivery of a first class service.
  * Process. Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
  * Problem Solving. Takes ownership for listening to and understanding customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems need to be further escalated to ensure satisfactory resolution.
  * Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/Service Level Agreements. Monitors performance through statistical reporting and analysis.
  * Team Working. Is a key team member, taking on escalations and supporting less experienced people in the team.

To apply, please send your CV to leanne.summers@projectpeople.com

Project People is acting as an Employment Business in relation to this vacancy.