ICT Support Technician

VSA has an exciting opportunity for an enthusiastic individual looking to further develop their skill set and help to shape end point technology solutions for the business.

As an ICT Support Technician you will provide first line support to VSA staff and triage all tickets via the ITIL compliant Service Desk Plus platform. Working closely with the ICT Senior Support Technician, you will analyse and resolve issues and requests in a prompt and timely manner. You will configure various ICT equipment to VSA standards including laptops, tablets, mobile phones.

You will also setup user accounts in Azure Active Directory and Office 365 with relevant permissions and access to VSA systems. Site visits to many locations across the city of Aberdeen will be required as part of this role although primarily based at VSA Headquarters at Castle Street.

This is and entry level position and will ideally suit a University or College Graduate with appropriate work experience.

Salary: £21,840 per annum

Hours: 35 hours per week

Work Pattern: Monday - Friday

Location: Aberdeen, Castle Street HQ

We offer our Staff fantastic benefits including:

• Company pension
• Employee assistance programme
• Generous annual leave
• Refer a friend programme-Receive £200 when you introduce a family member or friend to VSA,
• Investment in your personal development and career through our learning and development programmes,
• Access to our employee discount scheme

Purpose of Job:

Provide remote and hands on support for all end users, their devices and associated technology.

Main Duties/Responsibilities:

• Set up new staff profiles
• Set up devices (fobs, laptop, phone etc)
• Password reset
• Positions change
• Establish and set up user access protocols
• Troubleshoot user issues
• Process all employee terminations ensuring return of all devices
• Ensure all Assets registered, and accounted for at all times.
• Ensure all assets are compliant with update protocols
• Manage all access to printers in line with access protocols
• User support
• Liaison with external key support companies/services
• Ensure all actions and work is clearly tracked and appropriate audit trail and administration process are adhered to.
• Keep up to date with latest technology and make recommendations and improvement suggestions.
• Work as part of the team to administer and support Microsoft RDS / Active Directory / Office 365 software and services / OneDrive / SharePoint / network drives / printers / end point protection / Intune MDM / Secure email / web and email filtering.
• Ensure any major issues are reported and escalated.

Experience and Qualifications:

• Appropriate work experience within an IT/Helpdesk Technician or similar role
• Degree or HNC/HND in related computing subject or equivalent experience.
• Microsoft 365 Office and desktop certifications
• Working knowledge of GDPR would be an advantage

Key Skills/Aptitudes:

• Must be willing to work as part of a Team
• Ability to pay close attention to detail
• Highly organised with the ability to deal with various priorities
• Proactive approach to deal with issues
• Good oral and written presentation skills
• Must be fluent in the English language, both written and verbally

Personal Qualities:

• Must be reliable
• Must have good organisational skills
• Good communication skills
• Must be approachable
• Highly motivated

You will also have:

• A passion for technology, emerging trends and pro-active approach to personal development.
• An ability to effectively prioritise work load and execute tasks under pressure.
• Excellent communication skills with an ability to communicate clearly and professionally.

Additional Information:

• This role will require a degree of manual handling, lifting and installation of ICT equipment.
• The successful candidate must be prepared to work outside of core work hours to deal with and respond to emergencies as they arise.
• Must be able and be prepared to travel to other VSA service locations within Aberdeen City.
• Must have a clean driving license and access to own transport.