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Sharpak Aylesham is a manufacturer of thermoformed plastic packaging for use in the Fresh Produce and Food Service divisions. Established in 1968, the site has significantly grown in recent years and aims to be the first choice for rigid plastic packaging solutions through our reliability, efficiency, and innovation as a manufacturer of sustainable packaging on a local and global platform.

Role Purpose:

The IT & Systems Support Technician plays a critical role in ensuring the smooth operation of the business's IT infrastructure. Reporting to the IT Manager, this position is responsible for providing first-line technical support, maintaining IT resources, and resolving hardware and software issues. The role demands a proactive approach to problem-solving, with a focus on delivering high-quality customer service to all internal users. The IT & Systems Support Technician also contributes to the continuous improvement of IT processes, ensuring that the department supports the overall efficiency and productivity of the business.

Key Responsibilities:

* Provide general and routine IT support, including diagnosing and resolving hardware and software issues.

* Offer first-line technical support, responding to support queries via phone, email, and in person in an efficient and thoughtful manner.

* Take ownership of user issues, ensuring timely and effective resolution, and escalate complex problems to senior support staff as necessary.

* Maintain a high standard of customer service for all support queries, adhering to service management principles.

* Undertake routine maintenance of IT resources and equipment, ensuring they are operating optimally.

* Support common software packages used across the business, assisting users with any technical challenges.

* Assist with general IT tasks as directed by senior staff, ensuring alignment with business needs.

* Contribute to a culture of continuous improvement within the IT department, identifying and suggesting enhancements to current processes and procedures.

The Person

* Has an IT qualification, or studying towards a relevant qualification

* Experience of working within a similar IT support role (but not essential)

* Strong understanding of IT hardware, software, and networks, with the ability to diagnose and resolve issues effectively

* Exposure to multiple operating systems

* Ability to work autonomously and highly organised, working with a methodical approach.

* Ability to build relationships with stakeholders across the business.

* Excellent communicator, eager to provide first class issue resolution

* Excellent problem-solving skills

* Enthusiasm for technology and a desire to learn & stay updated

* Willingness to be flexible, with a proactive and positive attitude