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Summary of Role

To be 2nd line IT support to the business by resolving incidents raised to the Helpdesk.

About the role

We are seeking enthusiastic and motivated talents to join as 2nd Line Helpdesk in our Systems Support team. The successful candidate will be responsible for supporting our internal employees, assisting with PC, applications, server, networking and hardware issues either in person, email or via phone.

About you

You will have proven skills in technical analysis, resolving issues in a timely manner and taking ownership of tasks allocated to you. You should also be able to work effectively with 1st Line Support and escalate issues to 3rd Line Support when necessary.

Key Responsibilities & Duties

• Strong understanding of Microsoft operating systems (eg Windows 10, Windows server), networking and Active Directory
• Experience with troubleshooting MS Office, antivirus software
• Analyse, prioritise and fix all requests for both Head Office and Field staff and escalate issues to 3rd line as appropriate
• Configure/decommission users
• Build and configure desktops/laptops
• Monitor and check backups, capacity, security, hardware/software and operating system issues with the fileservers and network equipment
• Monitor and check system logs
• Ensure anti-virus/anti-spam is current and kept up to date on all devices
• Assist 1st line where required
• Assist and participate in project work
• Ensure prioritisation of daily workload
• Assist with the rollout of software updates for both Head Office and Field users ? Oversee stock allocation in the Computer Room

Knowledge, Skills and Experience

• Good understanding of Windows 10/11
• Good problem solving skills
• Exceptional telephone manner
• Experience of problem management from initiation through to closure
• Experience on a Helpdesk/IT Support Portal
• Able to work unsupervised with 2nd line problems
• Good understanding of configuration of Active Directory
• Good understanding of MS Office 365
• Experience of Remote Access tools such as Log Me In
• Good understanding of PC hardware/software set-up/configuration and TCP/IP
• Basic understanding of networks
• Full driving licence and legally able to drive in the UK (desirable)

Additional Information

Assist in the systems maintenance tasks that cannot be performed during normal working hours.

Foresters Financial is not your typical financial services provider. Those who join our purpose-driven organisation enjoy a culture of collaboration, creativity, and mutual respect and are challenged to do their best to make a difference every day. We help everyday families achieve their financial goals and make a lasting difference in their lives and communities.