You will be working with a team of 9 other IT support staff responsible for first and second line call resolution for the Dandara group, supporting over 750 staff geographically spread throughout the U.K, Channel Islands, and the Isle of Man.
The primary purpose of the role is problem resolution for our customers, responding to telephone and email enquiries and providing excellent customer service and support for our end users. Logging support and request calls and dealing with them appropriately.
You should be experienced with Windows 11, Office 365, have LAN/WAN network experience but primarily, must be exceptionally customer focused.
Professional qualifications: Microsoft, Cisco, VMware, CompTIA, will also be considered favourably as will a degree-based qualification in computing science or engineering. Primarily the recruitment process will be candidate driven.
The position is based in our Isle of Man Headquarters. There will be the requirement to occasionally travel to some of our satellite sites in the region and therefore a driving license and vehicle will be necessary.
Due to the nature of the construction industry our network is always expanding and changing, our technology is a direct reflection of this and thus the job offers plenty of room for creative thinking. Working with new and up-to-date technology is a consequence of our dynamic environment and ever evolving systems.
Skills and Experience
The job holder will have a good, rounded knowledge of IT, especially in Cloud technologies (O365 / Azure etc) and have excellent customer service skills.
Previous experience in a similar service desk role beneficial, but not essential.
Educated to degree standard in a computer related degree or equivalent experience favourable.
Certifications in MS Operating Systems, A+ Certification, Network+ and MS Office 365 applications desirable.
Experience in a hands-on application support role beneficial, providing services to agreed SLA's and OLA's
Experienced in managing multiple issues, stakeholders and priorities a must
Knowledge of supporting & administering:
Cloud based (Azure) and on-prem Microsoft environments
Mobile technologies (iOS, Android, Intune / MDM / MAM)
Windows 10/11
Active Directory inc Group Policy Management
Windows Server knowledge (2016 and above)
Good understanding of Networking
Scripting (e.g. PowerShell) skills advantageous.
Key Responsibilities & Accountabilities
Provide hands on 1st and 2nd line application and technical support. This includes:
Responding to client issues, installing (& imaging), configuring, diagnosing, repairing, maintaining and upgrading all PC Software, Operating Systems, Hardware, AV & telephony equipment to ensure optimal performance
Performing system administration, support and development for applications and systems. This includes reporting of global server backups, escalating to management if any issues are not resolved quickly
Logging, documenting and managing all incidents using an Incident Management tool
Maintain the inventory of all hardware and software, to ensure licence compliancy.
Ensure SLAs are met and process and procedures followed
Perform system administration, and support for 'local' applications systems and applications
Ensure incidents, problems and all non-technical documentation are kept up to date
Interact with internal teams, external third-party vendors, and hosting providers to troubleshoot and resolve potentially complex problems
Follow and help to continuously improve IT policies, processes and standards (e.g. problem and incident management, service levels, change control, security and auditing, release, configuration etc).
What we will offer you:
Dandara was established in 1988 from the desire to provide innovative homes and commercial properties, which would offer real value for money without compromising on design, durability, or quality. Today Dandara is one of the UK’s largest independent property development companies, with over 10,000 happy customers and more than 100 industry awards for design and quality – and it’s all thanks to the vision and passion of our dedicated team. Our benefits include:
£Competitive basic salary
Discretionary Bonus Scheme
25 days holiday (exclusive of bank holidays)
Private Medical Insurance
Employee Assistance Programme - EAP
Health Hero digital doctor - 24 hr virtual help and appointments
Health Assured Wisdom App
Competitive parental leave
3x salary life assurance (paid option to increase to x4)
Cycle to Work Scheme
Flexible benefits including shopping vouchers, airport parking and reduced gym membership