The focus of this position is to provide end user support to employees and customers, and to maintain the availability of hosted, internal and cloud systems within agreed SLA's. As the initial point of contact for help desk tickets, telephone support and the recipient of alerts raised by automated monitoring systems, this role is pivotal to the continued success of the organisation. It therefore requires a self-motivated team member, with logical mindset, good interpersonal skills, and sound general knowledge of IT and the internet.
Your Key Responsibilities
Act as an initial point of contact for internal IT related support requests Monitor hosted, internal and cloud solutions and associated networks Maintain, repair and test IT Infrastructure including end user computers, smartphones, peripherals and servers as necessary Maintain and support network connectivity including switches and patching Assist with IT Capex / asset request form creation / processing Maintain the Open GI IT policy in line with required governance / compliance Ensure that the standards and procedures set out within are understood and adhered to by all personnel Maintain accurate computerised records for all tickets logged Respond to issues logged to appropriate SLA's and KPI's Own logged support incidents and requests until resolved or escalated to the appropriate team Maintain technical documentation Be able to work flexible hours in order to provide necessary levels of support cover Provide cover for Service Repair Centre Technician during absence or leave Follow change management procedures Ensure suitable end user compute levels for IT operation Availability for on-call duties where required Perform any other duties that are reasonably required from time to time Allocation of user licences for staff and associated services Our Values
Accountability: We own our actions and shape our success on the results we deliver Innovation: We tackle challenges with fresh thinking and bold ideas Teamwork: We work together, recognising we can't do this without each other Trust: We build trust on integrity, transparency and respect We are looking for an individual who embraces our values in their actions, decisions, communications and processes to inspire positivity and, ultimately, exceptional performance. Minimum Requirements
GCSE English and Maths (or equivalent) at grade C or above Educated to HNC, with a suitable subject, or equivalent experience Microsoft or Linux certifications an advantage ITIL Foundation (advantage) Experience
Experience in handling multiple varied workloads to tight deadlines (desirable) Relevant IT experience or exposure Ability to produce quality documentation Good customer handling skills Skills
Experience with Windows Client OS (10/11); knowledge of Windows Server OS (2016/2019) and Linux Technical Troubleshooting Good knowledge of Office 365: Word, Excel, and Outlook (essential) Good knowledge of PC and peripheral hardware Understanding of applications running within a Linux environment Good communicator with good inter-personal skills Understanding of LAN / WAN technologies including Switches, Hubs, Print Servers, Modems, Routers, VPN technology Understanding of safe electrical workshop working practices Understanding of TCP/IP networking (DNS, Routing) including Basic Network troubleshooting Aptitudes
Ability to work within an SLA driven environment and to consistently meet personal and team targets Excellent communicator with positive 'can-do' attitude with both internal and external customers Driven, ability to work unsupervised on tasks Flexible approach to daily tasks A thorough and responsible attitude towards security Proactive attitude to incidents, seeks to avoid service impacts before they occur Ability to manage multiple tasks simultaneously in a busy environment; calm under pressure Methodical and disciplined in approach to tasks, able to deliver to agreed timescales Ability to communicate effectively with users at all levels of the organisation An eagerness to undertake new endeavours It is our vision to connect the insurance community through market-leading technology. Our people are placed at the heart of this, and diversity, equity and inclusion are central to everything we do. We know the key to achieving success is to enable a positive, inclusive, and collaborative working culture, and, as part of our commitment, we have signed up for a number of pledges and programmes designed to support and nurture our people. No matter where you sit or which team you are a part of, we want you to know that you contribute in helping us to shape where the company will be in the future. We would love for each employee to be able to talk with pride about our company and, most importantly, consider Open GI to be an inclusive, fun and fulfilling place to work. Benefits
A salary of circa £25,000 depending on skills and experience Company pension Bonus opportunity Life assurance and critical illness cover Cycle to work scheme Perkbox - an exclusive platform offering a wide range of discounts and benefits Holiday entitlement of 25 days per annum, increasing to 26 days per annum after three years of service & a holiday purchase scheme A hybrid approach to work Opportunity for a more flexible approach to start, finish, and lunchtimes to allow you to better manage events outside of work Social clubs - whether you're into your cycling, crafts, or other hobbies, we have a number of groups at Open GI where individuals who enjoy the same pursuits can get together Wellbeing - wills at work scheme, employee assistance programme and mental health first aiders
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Act as an initial point of contact for internal IT related support requests Monitor hosted, internal and cloud solutions and associated networks Maintain, repair and test IT Infrastructure including end user computers, smartphones, peripherals and servers as necessary Maintain and support network connectivity including switches and patching Assist with IT Capex / asset request form creation / processing Maintain the Open GI IT policy in line with required governance / compliance Ensure that the standards and procedures set out within are understood and adhered to by all personnel Maintain accurate computerised records for all tickets logged Respond to issues logged to appropriate SLA's and KPI's Own logged support incidents and requests until resolved or escalated to the appropriate team Maintain technical documentation Be able to work flexible hours in order to provide necessary levels of support cover Provide cover for Service Repair Centre Technician during absence or leave Follow change management procedures Ensure suitable end user compute levels for IT operation Availability for on-call duties where required Perform any other duties that are reasonably required from time to time Allocation of user licences for staff and associated services Our Values
Accountability: We own our actions and shape our success on the results we deliver Innovation: We tackle challenges with fresh thinking and bold ideas Teamwork: We work together, recognising we can't do this without each other Trust: We build trust on integrity, transparency and respect We are looking for an individual who embraces our values in their actions, decisions, communications and processes to inspire positivity and, ultimately, exceptional performance. Minimum Requirements
GCSE English and Maths (or equivalent) at grade C or above Educated to HNC, with a suitable subject, or equivalent experience Microsoft or Linux certifications an advantage ITIL Foundation (advantage) Experience
Experience in handling multiple varied workloads to tight deadlines (desirable) Relevant IT experience or exposure Ability to produce quality documentation Good customer handling skills Skills
Experience with Windows Client OS (10/11); knowledge of Windows Server OS (2016/2019) and Linux Technical Troubleshooting Good knowledge of Office 365: Word, Excel, and Outlook (essential) Good knowledge of PC and peripheral hardware Understanding of applications running within a Linux environment Good communicator with good inter-personal skills Understanding of LAN / WAN technologies including Switches, Hubs, Print Servers, Modems, Routers, VPN technology Understanding of safe electrical workshop working practices Understanding of TCP/IP networking (DNS, Routing) including Basic Network troubleshooting Aptitudes
Ability to work within an SLA driven environment and to consistently meet personal and team targets Excellent communicator with positive 'can-do' attitude with both internal and external customers Driven, ability to work unsupervised on tasks Flexible approach to daily tasks A thorough and responsible attitude towards security Proactive attitude to incidents, seeks to avoid service impacts before they occur Ability to manage multiple tasks simultaneously in a busy environment; calm under pressure Methodical and disciplined in approach to tasks, able to deliver to agreed timescales Ability to communicate effectively with users at all levels of the organisation An eagerness to undertake new endeavours It is our vision to connect the insurance community through market-leading technology. Our people are placed at the heart of this, and diversity, equity and inclusion are central to everything we do. We know the key to achieving success is to enable a positive, inclusive, and collaborative working culture, and, as part of our commitment, we have signed up for a number of pledges and programmes designed to support and nurture our people. No matter where you sit or which team you are a part of, we want you to know that you contribute in helping us to shape where the company will be in the future. We would love for each employee to be able to talk with pride about our company and, most importantly, consider Open GI to be an inclusive, fun and fulfilling place to work. Benefits
A salary of circa £25,000 depending on skills and experience Company pension Bonus opportunity Life assurance and critical illness cover Cycle to work scheme Perkbox - an exclusive platform offering a wide range of discounts and benefits Holiday entitlement of 25 days per annum, increasing to 26 days per annum after three years of service & a holiday purchase scheme A hybrid approach to work Opportunity for a more flexible approach to start, finish, and lunchtimes to allow you to better manage events outside of work Social clubs - whether you're into your cycling, crafts, or other hobbies, we have a number of groups at Open GI where individuals who enjoy the same pursuits can get together Wellbeing - wills at work scheme, employee assistance programme and mental health first aiders
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