IT Technician

• 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

• →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.

Education and Experience

• IT or engineering degree is beneficial but no essential
• Prior Help Desk experience
• Licensing / Certification ‐ N/A, although would be beneficial.