Overview
- The IT Technician is responsible for first and second level support for all Dunbia Cross Hands standard IT software and hardware.
- This position provides effective diagnostic evaluation of end‐user needs, responding to and resolving each issue or complaint to the end user’s satisfaction.
- Resolution includes but is not limited to the following: Identify, research, and resolve technical problems with a timely response to telephone calls, email, IT Service Desk and face to face requests for technical support.
- The position also requires accurate documentation, tracking and monitoring of the problem to ensure a timely resolution whilst ensuring business continuity.
Working Hours
Sunday 07:00 - 18:30
Monday 07:00 - 18:30
Tuesday 15:30 - 23:30
Wednesday 15:30 - 23:30
Thursday 15:30 - 23:30
Responsibility and Decision‐Making Authority
- Involve other team members to establish best practices / decisions.
- Act independently when required.
- Maintain Dawn Meats Group IT values and policies.
- Management/Supervisory Responsibilities: N/A
Responsibilities
- Provide quality service to Dunbia Cross Hands customers in all assigned tasks.
- Support all internal and external customers with product training, knowledge, and expertise.
- Provide solutions in a timely fashion for issues that may arise with all Dunbia Cross Hands systems.
- Log and track support calls raised on the IT Support Desk system prioritising and escalating jobs as required to ensure end user satisfaction.
- Identify trends in the support calls and develop documentation to address reoccurring problems and issues.
- Notify Team and Dept Manager of increasing trends, unusual activity, or repeated activity.
- Recommend means for product or system improvements including procedural steps, increased training, and enhanced documentation.
- Access software updates, drivers, knowledge bases, and FAQ’s resources via intranet and Internet to assist with end users’ issues.
- Assist with the development and testing of newly designed products and systems for operational integrity and functionality.
Knowledge, Skills, and Abilities:
- Minimum of one years’ experience in a technical support environment.
- Diagnostic and analytical skills
- Electro‐Mechanical knowledge would be beneficial.
- Strong computer literacy skills with an emphasis on software, hardware installation, Microsoft applications,
- VMWare, Data Base applications, Networking, Web Applications, and internet protocols.
- Ability to multitask, a sense of urgency and the ability to maintain a positive attitude.
- Excellent telephone presence with organised follow‐up skills.
- Ability to be proactive and able to take direction and establish ownership projects tasks.
Qualifications
Education and Experience
- IT or engineering degree is beneficial but no essential
- Prior Help Desk experience
- Licensing / Certification ‐ N/A, although would be beneficial.
No company sponsorship is available to overseas applicants for this position.
