IT Support Executive

Snows Group; Southampton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A top automotive retailer in Southampton is looking for an IT Support Executive to provide proactive IT support across the Group. The role requires strong interpersonal and problem-solving skills, with responsibilities including monitoring helpdesk calls, supporting hardware and software, and creating user guides. Candidates should have a degree in IT and at least 1 year of experience. This position may require working unsociable hours.

Qualifications

• Minimum of 1 years’ experience in a similar role.
• In-depth knowledge of hardware and software.
• Up-to-date knowledge of the latest IT and software trends.

Responsibilities

• Monitor ticket queues and update staff with fault progress.
• Log and process helpdesk calls in a timely manner.
• Support hardware and software for devices and applications.
• Manage and set up new hardware according to IT policies.
• Create 'how to' user guides for staff.

Skills

Fluent written and spoken English

Strong interpersonal skills

Analytical and problem-solving skills

Adaptability to change

Attention to detail

Education

Degree in an IT discipline or equivalent

Tools

Service Desk Plus or similar software

Apple and Android support

Job description

Overview

The IT Support Executive is a member of the IT Team and will report to the Head of IT. The IT Support Executive will provide proactive operational IT and administrative support to our Colleagues at all levels across the Group and will be an active participant in delivering the IT services.

Snows Group is an AM Top 50 automotive retailer covering 20 brands at 54 franchises. Based in the south and south-west of England the business differentiates itself from its competitors by delivering outstanding customer service for its customers and manufacturer partners. The customer experience is at the heart of our business and we ensure that this level of service is applied to both our internal and external customers.

Responsibilities

• Monitor ticket queues and chase as required, updating staff with fault progress and timescales
• Log/Process all helpdesk calls in a timely manner and wherever possible closing helpdesk calls directly
• The support of hardware and software for devices and applications
• Maintaining records of software licences
• End user and product support for printers/photocopiers
• OS Setup/Support – Microsoft Windows 11 and Mac OS
• Respond to and log calls, escalating calls as required with key support vendors
• Manage and set up new hardware following IT policies and procedures
• The support of Microsoft products such as Office 365
• Maintain awareness of Snows Motor Group IT Infrastructure
• Amending/Manage user\'s accounts on various systems including (but not limited to) Active Directory, Microsoft 365, Manufacturer Systems.
• Logging of faults to 3rd parties and chasing relevant technical teams
• Maintain awareness of Staffing levels, Virus Alerts, potential threats / problems that will affect Snows Motor Group Systems and act accordingly in the absence of a senior staff.
• Maintain a high level of physical and data security
• Creations of ‘how to’ user guides for staff
• Support of the Mobile Device Management for all business tablets and mobiles
• Visiting sites in the south of England where ‘hands on’ is necessary
• Should a system issue or outage occur you will be expected to make all available effort to get the systems backup which may include working unsociable hours.
• Any other duties and projects specified by the I.T. Management that may arise from time to time.
• Able to plan, organise self and meet agreed work deadlines.
• Able to assimilate information quickly and provide considered responses.
• Strong work ethic and adaptable to change.
• Attention to detail and maintains good, accurate quality of work.
• Ability to work to tight deadlines to achieve the business needs.
• Good analytical, problem solving and planning skills.
• Able to research a subject and find an appropriate solution.
• Strong interpersonal skills and relationship management
• Enthusiasm for continual learning
• Knowledge of applicable data privacy practices and laws.

Essential & Desirable Skills & Qualifications

• Minimum of 1 years’ experience in a similar role.
• Fluent written and spoken English.
• In-depth knowledge of hardware and software
• Up-to-date knowledge of the latest IT and software trends
• Willingness to sometimes work unsociable hours
• Qualified to degree level or equivalent in an IT discipline
• IT Support Helpdesk Software – Service Desk Plus or other software
• Experience of supporting Apple and Android products

IT Team Values

• Be Transparent
• Own It
• Together we are stronger. We deliver more success through shared goals and mutual support.
• Operate with honesty and integrity. When we see a problem, move to solve it.