IT user support technician

TESTQ Technologies is an IT services and solutions company whose offerings spans over variety of industry sectors with strong technical, domain and process expertise helping clients grow their businesses and decrease operational costs on continuous basis in an ever-changing business environment. The IT User Support Technician provides first-line and second-line technical support to end users, ensuring timely resolution of incidents, service requests, and user issues across hardware, software, networks, and applications. The role focuses on delivering high-quality customer service, maintaining workplace technology, and supporting users in adopting systems and tools needed for daily operations.

Job Description (Main Duties and Responsibilities): Act as the first point of contact for IT-related issues via phone, email, chat, or in-person support. Provide 1st and 2nd line support for desktops, laptops, printers, mobile devices, and business applications. Log, prioritise, and resolve incidents and requests through an ITSM/ticketing system. Diagnose and troubleshoot hardware, OS, network, and application issues. Escalate complex issues to higher-level support teams when required. Device & Application Support Install, configure, and maintain end-user devices including Windows PCs, macOS systems, thin clients, and tablets. Install and update software applications, security tools, and drivers. Support M365 apps (Outlook, Teams, SharePoint, OneDrive) and other business-specific applications. Assist with setup and maintenance of peripherals such as printers, scanners, webcams, VoIP phones, and AV equipment. Account & Access Management Create, modify, and disable user accounts following access control policies. Support password resets, MFA setup, and permissions troubleshooting. Maintain security compliance when handling user credentials and privileged accounts. Network & Connectivity Support Troubleshoot basic networking issues (Wi-Fi, VPN, Ethernet, DNS, DHCP). Assist users with remote connectivity, access to shared drives, and network resources. Monitor and escalate recurring connectivity or performance issues. Customer Service & Training Provide clear communication and step-by-step guidance to users. Offer mini-training sessions or support on new tools, features, and systems. Maintain a customer-focused approach with empathy, patience, and professionalism. Operational Support Support onboarding and offboarding processes including device preparation and account setup. Maintain asset inventory including hardware, licenses, and peripherals. Document solutions, procedures, and knowledge articles for the IT team and users.

Key Skills, Qualifications and Experience Needed [The candidate must demonstrate these in all stages of assessment] 5+ years of experience in IT user support technician or related field. Strong knowledge of Windows 10/11, macOS, and mobile OS (iOS/Android). Ability to troubleshoot hardware failures, performance issues, driver problems, and peripheral configuration. Familiarity with imaging tools (SCCM, Intune Autopilot, MDT) for system deployment. Experience supporting M365/Microsoft Office applications. Ability to troubleshoot email issues, calendar syncing, Teams meetings, SharePoint access, etc. Basic understanding of endpoint protection, antivirus, and patching tools. Understanding of TCP/IP, DNS, DHCP, Wi-Fi setup, and VPN connectivity. Ability to diagnose basic LAN/WAN issues from the end-user perspective. Experience with service desk tools such as ServiceNow, Freshservice, Zendesk, Jira Service Management, or Remedy. Ability to document issues and solutions clearly within the ticketing system. Knowledge of MFA, password policies, phishing prevention, and security best practices. Ability to follow IT security protocols when handling user data and credentials. Basic familiarity with PowerShell, Bash, or command-line troubleshooting is beneficial (not mandatory).

Other Key skills: Good analytical and Problem-solving skills Good communication skills A thorough approach and Self starter Focus on quality and delivery Working together in teams. Leadership and effective decision making. Flexible Attitude Excellent customer service, Qualifications: Bachelor's degree or above in the UK or Equivalent.