The IT Technician is responsible for first and second level support for all Dunbia Llanybydder 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.
The role
- Provide quality service to Dunbia Llanybydder 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 Llanybydder systems
- Log and track support calls raised on the IT Support Desk system prioritising and escalate 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 or repeated activity
- Brief customers as well as management on the status of current resolution efforts and attend daily / weekly meetings as requested or required
- Recommends means for product or system improvements including procedural steps, increased training, and enhanced documentation
- Access software updates, drivers, knowledge bases, and FAQs resources via intranet and internet to assist with end users’ issues
- Assist other teams to initiate, design and manage effective support solutions as directed by our business needs
- Assist with the development and testing of newly designed products and systems for operational integrity and functionality
- Effectively communicate the ideas, expectations, and goals while working with and through others to achieve desired result
The Person
- Minimum of three years’ experience in a technical support environment
- Diagnostic and analytical skills for software and general information systems and application knowledge
- Electro‐Mechanical knowledge
- Strong computer literacy skills with an emphasis on software, hardware installation, Microsoft applications, VMWare, Data Base applications, Web Applications, and internet protocols
- Strong hardware abilities with the understanding of terminology and functionality
- 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
- Demonstrated networking skill
- Ability to foster strong relationships internally and externally
- Excellent verbal and written communication skills
- Strong customer focus i.e. a service-oriented attitude
- IT or engineering degree is beneficial
- Prior Help Desk experience
- Licensing/certification is not essential although would be beneficial
Other details
- May be required to support the business needs and provide cover for other Dept Members on other shift patterns i.e., startup shift pattern 05:00 to 14:00
- Work is usually performed in an office and within a shop floor Food Manufacturing setting
- Company laptop, mobile phone and remote access hardware provided
Benefits
- Nest Pension
- Paid Annual Leave 28 Days per annum (including Bank Holidays)
- Free Car Parking
- Staff Shop
- Wifi Access
- Training Opportunities
- Microsoft Discounts
- Provided PPE
How to apply
If you feel that you have the appropriate skills and competencies required, please email a completed application form to LlanybydderHR@dunbia.com or post completed application forms to the HR Department, Dunbia Llanybydder, Teify Park, Lampeter Road, Llanybydder, Carmarthenshire, SA40 9QE. Download application form here
Dunbia is an equal opportunity employer and places a strong emphasis on training and development for both skilled and non-skilled positions.
