IT Technician

Location: Washington
Department: IT
Job Types: Full-time, Permanent
Application Deadline: 08/04/2022


About the role

Roundel engage in the design, manufacture, supply and installation of affordable and luxury fitted furniture. The success of the company is based upon a policy to provide customers with a personal and professional service together with the flexibility to respond quickly to changes in market and customer trends.

We currently have a vacancy within our IT department for an IT technician. An IT technician at RML Group is responsible for providing staff with first class support across our entire infrastructure. The role is to ensure that our colleagues across the business receive prompt and professional service each time they deal with IT.

Main Duties
  • To provide technical support, answering and resolving support queries either onsite or via phone or email
  • To proactively monitor systems for events / issues and react to prevent service incidents or outages
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles (ITIL)
  • To take ownership of user problems and be proactive when dealing with user issues
  • To log calls on the IT Helpdesk call logging system and maintain full documentation
  • Respond to enquiries from colleagues and triage their issues to ascertain key information regarding their technical or applications based problems
  • Support users in the use of IT equipment by providing necessary training and advice
  • To escalate more complex service issues to the appropriate member of the IT team or escalate to 3rd party vendors in a timely manner
  • To ensure that Continual Service Improvement is at the heart of what we do on a day-to-day basis. Challenging the way things are done to improve our service
Jobholder Requirements
  • Competency in supporting MS office Applications
  • Knowledge of Office 365 Administration
  • Knowledge of Windows client/server infrastructure, including, but not limited to AD, DNS, file server management
  • Basic networking knowledge
  • General knowledge of backup technologies
  • Hyper-V and ESXI knowledge (desirable)
  • Excellent verbal and written communication skills
  • Ability to work independently on a task and prioritise workload in line with business needs
  • Taking ownership of issues and escalate where appropriate, providing as much detail as possible when doing so
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