1st / 2nd Line IT Support Technician

Due to the continued growth of The Aurora Group we are currently looking for an additional 1st/2nd Line IT Support Technician. You will be delivering 1st and 2nd line IT support across all group services, primarily through remote assistance, but you will also be responsible for providing on-site support to a number of services primarily within the Nottingham area., * Deliver 1st and 2nd line IT support across all group services, primarily via remote assistance.

• Ensure prompt and effective resolution of technical issues for end users.
• Provide on-site support for escalated IT problems when required.
• Maintain IT equipment and assist with upgrades and developments to minimise downtime.
• Liaise with local services, central IT and third-party providers as required.
• Communicate technical information clearly to both technical and non-technical users.
• Troubleshoot and resolve issues across multiple technologies, including Windows, macOS, iOS, Azure AD, M365, Intune, and network infrastructure.
• Use remote support and monitoring tools effectively.
• Adhere to IT security policies and GDPR compliance.
• Participate in continuous improvement initiatives for IT processes.
• Manage workload independently, working remotely and meeting project deadlines.
• Prioritise and multi-task effectively to ensure efficient support delivery.
• Travel to Aurora sites as required.

Please note that duties will vary and you will be expected to contribute to the overall aims of the group when required, please see the attached job description for more details.

• Proven ability to resolve IT issues across a range of technologies.
• Proficiency in Windows and macOS environments.
• Strong knowledge of Azure Active Directory, Microsoft Intune, and M365 applications.
• Understanding of network infrastructure (switches, VLANs, wireless technologies); experience with Cisco Meraki is desirable but not essential.
• Familiarity with endpoint security tools and patch management.
• Experience with ticketing systems and remote support tools.
• Excellent problem-solving skills and ability to explain technical concepts to non-technical users.
• Strong organisational skills with the ability to manage workload and meet deadlines.
• Excellent communication skills across all mediums and levels.
• Methodical, detail-oriented approach with strong prioritisation skills.
• Ability to remain calm under pressure and handle urgent issues effectively.
• Customer-focused mindset with empathy for non-technical users.

Due to the requirements of this role you must hold a full UK driving licence and access to a vehicle (business class insurance required).

We believe in supporting you as much as we support the children and young people in our care. Here's a snapshot of the fantastic benefits waiting for you:

Grow with Us - Training & Development

Learning never stops at Aurora! We offer a wide range of training programmes and career development opportunities to help you build your skills and reach your goals.

Save Money on Everyday Essentials

With the rising cost of living, our Perkbox app helps you stretch your money further:

• Discounts on groceries, phone plans, internet, dining out, gym memberships & more
• Access to our Cycle to Work and Car Scheme

Access Wagestream - a financial wellbeing app that helps you track earnings, save, get expert money advice, and even access part of your pay early when needed

Competitive Pay & Reward

We regularly benchmark our pay and benefits to stay ahead of the curve. You'll enjoy:

• Enhanced Annual Leave
• Company Sick Pay
• Enhanced Pension
• Life Assurance

24/7 GP Access - For You & Your Household

Need a doctor? No problem. Book a phone or video appointment anytime, day or night. This service covers everyone in your household.

UK Health Cash Plan

Cover everyday healthcare costs like dental and optician bills. You and your children are included in the scheme, and you can upgrade to add your partner too!

Employee Assistance Programme

Your wellbeing matters. Get confidential support on a wide range of issues, including:

• Freephone counselling (available 24/7)
• Online tools and resources

Refer a Friend - Earn £1,000!

Know someone who'd be a great fit? Refer them and get rewarded!

The post is exempt from the Rehabilitation of Offenders Act 1974 and the Aurora Group is therefore permitted to ask job applicants to declare all convictions and cautions (including those which are "spent" unless they are "protected" under the DBS filtering rules) in order to assess their suitability to work with children. The Aurora Group is committed to safeguarding and promoting the welfare of the children and young adults in our care and is a disability confident and equal opportunities employer. This advert could be taken down at any point in time without prior notice if the position is filled.