ICT Support Technician - Head Office, Guildford

Job Purpose:

To provide ICT support to retail stores throughout the UK and Ireland as well as Head Office staff and the distribution centre.

Key Responsibilities:-

  • Respond to telephone calls/emails for assistance from employees at any location
  • Logging details of IT problems or service requests in problem management software
  • Prioritisation of problems or service requests and effectively communicating this to all stakeholders
  • Resolution of system problems using remote access software
  • On-Site support work at any of the company locations (Installation, servicing, problem resolution, upgrades)
  • Support WINTEL machines and telephony, but some MAC support may also be required. Typically supporting VOIP telephony, mobile telephony (iphone), remote/mobile users with laptops, printers, back office servers, EPOS terminals and Chip & PIN devices as well as the network infrastructure that underpins these devices
  • Provide IT support to new store openings, bespoke software applications for ERP and EPOS functions, hand-held scanner devices and be involved with projects to develop and enhance the ICT infrastructure across both Cotswold Outdoor and Snow + Rock Group fascia.
  • Provide excellent customer service, responding to support requests in a timely fashion, keeping accurate and detailed records of the incidents dealt with; communicating effectively at all levels of the business to ensure our customers are fully informed at all times and having the technical knowledge to deliver timely and diligent solutions to the problems experienced by staff.

Specific Technical Skills:-

  • Retail ICT Support
  • SQL 2005/2008
  • iPhone Corporate Deployment
  • MS Sharepoint 2010
  • Application/PS packaging and deployment

The ideal candidates will have experience of the following:-

  • Windows (XP – 8)
  • Windows Server (2003-2008 R2)
  • Microsoft Office (2003 – 2010)
  • DHCP, DNS, Active Directory, Group Policy
  • Wi-Fi, 3G, Bluetooth
  • VOIP
  • Citrix
  • ERP and Till back office systems
  • A minimum of 2 years’ experience in ICT support is essential and experience in retail ICT support would be desirable

Personal Qualities:-

  • Excellent communication skills
  • Highly motivated, enthusiastic with the ability to work quickly and efficiently
  • Passionate team player but able to work on own initiative when required
  • Flexible approach to working conditions as travel to locations around the UK on occasions may be required (so a clean, valid UK diving license is required)
  • The nature of this role also involves being on call, usually one week in 4, depending on the number of staff members

If you are interested in applying for this role, please send your CV together with a covering letter to Gill Morris, HR Manager hr@snowandrock.com