About Us
McCarthy & Stone is the UK’s leading retirement housebuilder with a 70% share of the owner-occupied retirement housing market.

Since 1977, the company has sold more than 51,000 apartments in more than 1,100 different locations.  We currently have over 100 developments under construction or for sale in the UK and are proud to be the only UK housebuilder, of any size or type, to have been awarded the NHBC’s Five Star rating for customer satisfaction for twelve years running. 

At the very heart of this success is our people's desire to enrich the lives of our customers.  We have fantastic people who care about the work they do and are proud to work for McCarthy & Stone, and this is where you come in.

About the role
An exciting opportunity has arisen for an IT Hardware Technician to join our IT department within Head Office, Bournemouth.

As the IT Hardware Technician, you will provide first and second level support through taking calls and handling the incidents or Service Requests, using the incident management and request fulfilment processes, in line with Service Desk objectives.  You will support computer users in all aspects of IT use and provide a standardised, professional and efficient IT service.

Some of the responsibilities within this role include:

  • Delivering and installing equipment to any location within the UK and to test such installations.
  • Building and customising PC’s, Laptops, Routers, Wireless Access Points and a range of smart devices to established standards.
  • Ensure all incidents and Service Requests are successfully and accurately identified, categorised, prioritised, diagnosed and managed in the Service Desk IT Service Management Tool.
  • To carry out qualitative checks on the Incident Management process and provide excellent and clear communication of Incidents.
  • Troubleshooting and resolving problems associated with software and hardware for both local and remote customer environments.
  • Configure / Install network and PC software for new members of staff, staff movements, network printer administration and other repetitive activities as well as administration required for staff departures.
  • Ensuring incidents and service requests are resolved or updated within the SLA’s.
  • Responsible for keeping senior team members informed of unresolved issues or problems.
  • Managing workload demands to tight deadlines.
  • Managing AD Group memberships.
  • Managing Web and email filtering permissions.
  • Following up with users to ensure issues have been adequately resolved.
  • Following documented procedures and utilising centralised tools.
  • Developing effective technical documentation for end users as well as for technical installation documentation for team members.
  • Updating knowledge and asset databases.
  • Daily system checks, backup and system checks.
  • Interfacing with 3rd party vendors when necessary.
  • Managing PC setup and deployment.
  • Troubleshooting Start-up issues, Hardware Device, Device Driver, and Performance Issues.
  • Troubleshooting Network Connectivity Issues.
  • Use of Remote support tools.
  • Troubleshooting Security Issues, Internet and Access Issues.
  • Troubleshooting enterprise logon issues e.g. hardware vs. network; password expiration.
  • Troubleshooting enterprise network connectivity issues. e.g. determining scope of issue; determining whether it’s a PC, server or a network connectivity issue; TCP/IP; hardware and cabling; proxies; default gateway.
  • Troubleshooting enterprise names resolution issues and enterprise network printer issues.
  • Logging and managing incidents and service requests raised by telephone, email and the customer self-service portal. Capturing all details in the Service Desk tool set
  • Undertake general administrative tasks and associated recording procedures as required.
  • The Service Desk Analyst has access to confidential, private and sensitive information as part of the normal course of their duties. The IT Department procedure document ‘Accessing Confidential Information’ provides important direction on this matter. The Employee Guide sets out further guidance on the handling of Confidential Information and the General Company Rules relating to the use of computers.
  • May be involved in the preparation, implementation and monitoring of departmental standards, procedures and guidelines.

About you
To be successful in this role you will have:

  • 3+ years of extensive experience providing IT support in a similar role.
  • Experience supporting laptops, desktops and mobile devices.
  • Experience with Windows Server Operating systems.
  • Account administration in Microsoft Exchange 2013 and Office365.
  • Must be practised in PC and printer set-up & maintenance.
  • WAN/LAN experience.
  • Familiarity with data restores.
  • Knowledge of Microsoft Office.
  • Knowledge on antivirus solutions.
  • Knowledge of remote access tools.

About the rewards

In addition to an attractive salary and benefits package, we offer excellent training on McCarthy & Stone products as well as coaching to enable your own personal development. 

How to apply

Please send your CV to Dominic Marsden (Head of HR – Management Services) by email to Dominic.Marsden@mccarthyandstone.co.uk.  Closing date for applications is 19th January 2018.