IT Specialist - Basildon - AVL

Description

Overview

The position involves delivering high-quality remote and onsite support primarily to users based at the location in the South, with occasional coverage across the Midlands. In addition, the IT Specialist will lead local IT initiatives, drive continuous improvement of processes, and support the ongoing maintenance and development of infrastructure and network systems.

Responsibilities

• Provide remote and onsite 1st and 2nd line IT and infrastructure support to internal and external users


• Ensure incidents and service requests are resolved efficiently and within agreed SLA targets


• Act professionally and approachably when supporting users at all times


• Take ownership of support tickets and act as a point of escalation for IT issues


• Work closely with the Head of IT and wider IT team to deliver improvement plans and strategic objectives


• Participate in the planning, implementation, and support of IT projects and new technologies


• Follow agreed IT processes, systems of work, and ITIL best practices


• Onboard new users, including full IT inductions and trainings


• Manage IT assets, ensuring accurate tracking of equipment issued and returned


• Raise and submit purchase orders for IT equipment and services


• Maintain clear and accurate documentation in line with QES and QMS standards


• Respond to and manage IT security incidents in line with company policies


• Machine builds, configuration, and deployment


• Software installation, deployment, and licence management


• User, group, and permissions management using Microsoft Identity Manager (MIM), Active Directory, Azure, Cloud Services, Citrix


• Backup configuration and monitoring (Avamar), including investigation of failed or missing backups


• Antivirus and endpoint protection monitoring and remediation


• Printer management, including troubleshooting and consumables ordering


• Server rack monitoring and basic infrastructure maintenance


• Mobile device management, including ordering, allocation, asset tracking, and usage analysis


• Proactive monitoring and management of the IT estate using a range of support and monitoring tools

Qualifications

• Proven experience delivering 1st and 2nd line IT support


• Flexible and positive approach to work, with a proactive "can-do" attitude


• Strong problem-solving skills, applying logical fault-finding methods and escalating issues to UK or HQ teams where appropriate


• Ability to deliver results within defined policies, processes, and governance frameworks


• Willingness to take ownership of the IT environment and be accountable for service performance


• Commitment to resolving issues correctly the first time, with a strong customer‑focused mindset


• Solid experience with Windows Server and Windows desktop operating systems


• Strong working knowledge of Microsoft 365


• Excellent time management skills, with the ability to prioritise and manage competing workloads


• Good understanding of networking technologies, including routers, switches, firewalls, Wi-Fi, and VPNs


• Excellent verbal and written communication skills


• Strong commitment to delivering world‑class customer service


• Desire to learn, develop, and align with the company's philosophy and values


• Ability to work effectively as part of a collaborative team, demonstrating a friendly, helpful, and professional approach


• Comfortable working proactively and independently, using initiative to resolve complex technical issues


• Willingness to travel to other UK sites and occasionally overseas, as required


• Experience working within ISO27001 and ISO9001 compliant environments


• Full, valid UK driving licence

Desirable skills

• Experience with VMware virtualisation technologies


• Exposure to client backup solutions and backup monitoring


• Experience using IT service management or ticketing systems for incident resolution and documentation Jira Service Management JSM


• Familiarity with Nexthink or similar proactive monitoring tools


• Experience with hardware builds, primarily laptops with occasional desktop systems


• Software installation, maintenance, and lifecycle management


• Experience supporting mobile devices (Android and iOS), including Mobile Device Management (MDM)


• Experience managing antivirus and endpoint security solutions


• Working knowledge of Windows networking environments


• Strong understanding of Windows desktop and server operating systems


• Self‑motivated individual with a strong desire to learn and develop professionally


• Ability to communicate complex technical concepts clearly to non‑technical users


• Demonstrated interest in new and emerging technologies


• Experience with Voice over IP (VoIP) solutions, including Microsoft Teams


• Understanding of ITIL principles, particularly Continual Service Improvement


• Hands‑on experience with Active Directory and Group Policy


• Experience working with Windows Server environments


• Experience supporting Microsoft Exchange and SharePoint

Benefits

• EV Lease Scheme (Salary Sacrifice)


• Flexi‑time (applies to most roles)


• Private Medical Insurance and Health Cash Plan


• Cycle to Work Scheme


• 25 days holiday per year (increases by 1 day annually up to the max. of 28 days)


• Special occasion leave (eligibility after probation, subject to conditions)


• Pension scheme


• Life Assurance and Income Protection Insurance


• One paid professional membership annually

If an offer of employment is made, applicants are required to undergo a DBS check. Offers of employment are subject to a satisfactory DBS check and the company reserves the right to withdraw its offer in the event that the applicant has unspent criminal convictions.