Senior ICT Support Technician (Fixed Term)

VSA has an exciting opportunity for an experienced ICT professional looking to further develop their skill set and help to shape end point technology solutions for the business. This will be a fixed term role for a period of 6 months.

As the Senior ICT Support Technician (Tier 2) you will be responsible for handling complex IT issues escalated from our Tier 1 support team and act as a key link between the service desk and the Tier 3 infrastructure and application support teams. Your role will involve advanced troubleshooting mentoring junior helpdesk staff managing IT assets and supporting the security and performance of our IT systems.

You will lead the daily operations of the Tier 2 ICT helpdesk team including scheduling workload coordination and performance monitoring. While the position is primarily based at VSA Headquarters on Castle Street it will also require regular site visits to various locations throughout Aberdeen.

Salary: 31363.25 per annum

Duration - Fixed Term (6 months)

Hours: 35 hours per week

Work Pattern: Monday - Friday

Location: Aberdeen Castle Street HQ

We offer our Staff fantastic benefits including:

• Company pension
• Employee assistance programme
• Generous annual leave
• Refer a friend programme-Receive 200 when you introduce a family member or friend to VSA
• Investment in your personal development and career through our learning and development programmes
• Access to our employee discount scheme

Purpose of Job:

Oversee the resolution of more complex IT issues escalated from our frontline (Tier 1) support staff and serve as a bridge between service desk operations and the infrastructure and application support teams (Tier 3). You will oversee complex troubleshooting mentor junior helpdesk staff manage IT assets and help ensure the security and efficiency of our IT systems.

Main Duties/Responsibilities:

• Lead and manage the day-to-day activities of the Tier 2 ICT helpdesk team including scheduling workload management and performance oversight.
• Take ownership of escalated support incidents from Tier 1 particularly those affecting residential services and mobile care teams.
• Ensure incidents are resolved within agreed SLAs with an emphasis on minimising disruption to service users and care staff.
• Support and monitor core infrastructure including Windows Server Entra and endpoint protection.
• Troubleshoot networking equipment and troubleshoot connectivity issues (routers firewalls VPNs switches).
• Maintain detailed records and documentation including support procedures and resolutions.
• Collaborate with Tier 3 to ensure seamless escalation and resolution of complex technical issues.
• Monitor and report on ICT support metrics identifying trends recurring issues and opportunities for proactive service improvement.
• Assist with user onboarding/offboarding access management and configuration of end-user devices.
• Support mobile device management.
• Play an active role in ICT service improvement projects including the rollout of new technologies and tools across residential sites.
• Contribute to the maintenance of ICT systems critical to safeguarding privacy and care delivery.
• Mentor junior technicians providing training and guidance and fostering a culture of learning and accountability.
• Maintain strong cybersecurity standards and support compliance with data protection policies (GDPR).

Experience and Qualifications:

• Proven experience working within an Senior ICT support role.
• Proven experience of leading and managing a team.
• Degree or HNC/HND in related computing subject or equivalent experience.
• Microsoft 365 Office and desktop certifications.
• Working knowledge of safeguarding data protection and regulatory compliance.
• ITIL Foundation Certification or equivalent knowledge of IT service management best practices.

Key Skills/Aptitudes:

• Strong technical knowledge across:
  • Microsoft environments.
  • Remote support tools and mobile device management.
  • Networking fundamentals.
• Excellent interpersonal and communication skills with the ability to communicate effectively with both technical and non-technical staff.
• Able to work independently and manage priorities in a dynamic multi-site environment.
• Strong organisational and problem-solving skills.
• Able to work as part of a small team.

Personal Qualities:

• Must be reliable.
• Must have good organisational skills.
• Able to work as part of a team.
• Good communication skills.
• Must be approachable.
• Highly motivated.
• Have a proactive and compassionate approach to IT support in a care-focused organisation.

You will also have:

• A passion for technology emerging trends and pro-active approach to personal development.
• An ability to effectively prioritise work load and execute tasks under pressure.
• Excellent communication skills with an ability to communicate clearly and professionally.

Additional Information:

• This role will require a degree of manual handling lifting and installation of ICT equipment.
• The successful candidate must be prepared to work outside of core work hours to deal with and respond to emergencies as they arise.
• Must be able and be prepared to travel to other VSA service locations within Aberdeen City.
• Must have a clean driving license and access to own transport.