IT Support Technician
Role details
Job location
Tech stack
Job description
As the IT Support Technician, you will take ownership of the day-to-day operation of the IT Support Desk, ensuring all incoming tickets are efficiently triaged, managed, and resolved. You will play a key role in maintaining the stability and reliability of our IT services, working collaboratively with the wider team to support the business's operational needs.
In this position, you will work closely with our two Systems & Infrastructure Engineers and the IT Manager, forming an essential part of the department. Your contribution will be vital in upholding the seamless running of our IT environment and enabling the business to function effectively.
This position will be based in the office in Brighouse, West Yorkshire,
Working hours: Monday to Friday 8am-5pm or 7am-4pm.
Responsibilities:
Provide Prompt and Effective User Support
- Deliver quick, friendly, and accurate assistance for issues such as login problems, software errors, connectivity issues, and general IT queries.
Log, Categorise, and Prioritise Incidents
- Accurately record all support tickets in the IT service management system, ensuring correct prioritisation based on urgency and business impact.
Troubleshoot and Resolve Common Technical Issues
- Use standard troubleshooting steps to diagnose and resolve issues involving hardware, software, network access, and peripherals, escalating only when necessary.
Maintain High Customer Service Standards
- Communicate clearly, professionally, and patiently with users of all technical skill levels, ensuring a positive support experience.
Follow IT Policies, Procedures, and Escalation Paths
- Adhere to service desk processes, security guidelines, SLAs, and escalation routes to ensure consistent and effective support.
Requirements
Do you have experience in vSphere?, Do you have a Bachelor's degree?, * Hands-on troubleshooting of common desktop, laptop, printer, and software issues.
- Customer-facing support via phone, email, ticketing system, or face-to-face.
- Experience using an IT Service Management (ITSM) tool (Zoho ServiceDeskPlus)
- Exposure to Windows desktop environments (Windows 10/11) and basic support for mobile devices iOS).
- Basic experience with Active Directory tasks, e.g., password resets, unlocking accounts.
- Experience supporting Office 365 / Microsoft 365 applications and user administration.
- Experience diagnosing basic network connectivity issues, e.g., Wi-Fi, VPN, DNS, cabling.
Essential Skills
Technical Skills:
- Strong ability to troubleshoot hardware and software faults.
- Understanding of network fundamentals (IP addressing, DHCP, DNS, Wi-Fi).
- Ability to install, configure, and support:
- Windows OS
- Microsoft 365 apps
- Antivirus and security software
- Printers and peripherals
- Familiarity with remote support tools (ScreenConnect, Teams, Remote Desktop, AnyDesk, etc.).
- Basic understanding of IT security practices, e.g., MFA, password hygiene, phishing awareness.
Soft Skills:
- Excellent communication-able to explain technical issues to non-technical users.
- Strong problem-solving mindset and logical approach to troubleshooting
- Ability to prioritise and manage multiple tickets while meeting SLAs.
- Customer service orientation with a calm and patient attitude.
- Good documentation skills for updating tickets and writing knowledgebase articles.
- Ability to work independently and as part of a support team.
Knowledge Required
- Understanding of Microsoft 365 / Exchange Online mailbox management (basic level).
- Knowledge of Active Directory, group membership, and basic user provisioning
- Awareness of cybersecurity basics such as safe email practices, endpoint protection, and identity security.
- Understanding of PC hardware components and common failure symptoms
- Knowledge of common enterprise tools such as VPN clients, remote access, and device management.
