IT Level 2 Technician

Morgan Advanced Materials is a world leader in advanced materials development and production. We produce a wide range of specialist, high specification materials that have extraordinary attributes and properties. Despite the complexity of our technologies, our focus is simple – we supply innovative, differentiated products made from advanced materials which enable our customers’ products to perform more efficiently, more reliably and for longer.

OVERVIEW & SCOPE OF ROLE:

· To plan and deliver daily IT and desktop services.

· To provide onsite support as required at Stourport and on occasion Redditch, Rugby locations. Occasionally, it is necessary to travel to these locations.

· Responsible for installing, upgrading, maintenance IT services.

· To work closely with IT Customers in making more effective use of standard desktop systems, and providing cost effective IT Services that meets their requirements.

RESPONSIBILITIES:

Support users in using the IT Service Management tool and its Self Service capabilities to optimize their support

· Assist users in logging issues, requests and new requirements to enable resolution in the most effective way

· Where in scope, provide direct support to end-user incidents and service requests in line with operations processes

· Ensure Site IT facilities are functioning and used in the most effective way (e.g. desktops/laptops, printers, scanners, tablets, etc.)

· Take ownership on user experience and ensure issues get resolved, always keeping users informed in the process

· Escalate recurring problems and make suggestions for continuous service improvements

EXPERIENCE & BACKGROUND

Qualifications:

· A bachelor's degree in Information Technology, Computer Science, or a related field can be preferred but is not always required.

· Relevant certifications, such as ITIL, or equivalent, are beneficial.

Experience:

· 1-3 years of experience in IT support, site support, or a related role.

· Hands-on experience with troubleshooting and resolving IT issues at the site level