IT Support Technician

We're looking for a proactive and customer-focused IT Support Technician to join our team. In this role, you'll be the first point of contact for colleagues across the business, helping resolve day-to-day IT issues and ensuring our systems and technology run smoothly. From troubleshooting hardware and software to supporting new starters with their equipment, you'll play an important role in delivering a seamless IT experience and keeping our employees connected and productive. How You Will Contribute

Technical Support & Troubleshooting

• Act as the first point of contact for IT support requests via phone, email, or ticketing system.

• Resolve basic IT issues related to hardware, software, and networks ensuring high levels of customer satisfaction and adherence to SLAs set by the business.

• Provide support for Microsoft 365 applications, including but not limited to Outlook, One Drive, and Teams.

• Assist with password resets, account unlocks, and access permissions.

• Escalate more complex IT issues to 2nd line support and other teams when necessary.

Hardware & Software Support

• Set up and configure end user equipment, such as laptops, desktops, and mobile devices.

• Support mobile devices, including iOS and Android, ensuring corporate policies are followed.

• Repair or replace equipment when required, liaising with IT Systems Manager and purchasing the equipment through approved suppliers.

Onboarding & Offboarding of Employees

• Create, configure, and manage new user accounts, assigning appropriate permissions, security groups, and licenses based on role requirements.

• Ensure a smooth offboarding process for departing employees by following IT asset retrieval procedures, deactivate user accounts, revoke system access, and ensure compliance with data security policies.

User Support & Customer Service

• Provide clear and professional technical assistance to end users, ensuring a positive support experience.

• Log all support requests and incidents in the IT ticketing system, tracking progress and resolution.

• Offer basic training and guidance on IT best practices and security awareness.

System Monitoring & Maintenance

• Monitor system alerts and report potential security risks or performance issues.

• Ensure all IT documentation and knowledge base articles are kept up to date.

House Keeping

• Maintain accurate records of IT assets, support requests, and issue resolutions.
• Ensure the server room and IT storage areas are well-organised, clean, and free of hazards.

• An IT-related certification such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator.
• Previous experience in a 1st line IT support or similar technical support role.
• Experience working with IT ticketing or service desk systems.
• Strong working knowledge of Windows 10/11 and Microsoft 365.
• Familiarity with MacOS, iPadOS, and iOS.
• Basic understanding of Active Directory, user account management, and remote support tools.

Our values shape everything we do - from the floors we design to the experiences we create for our customers and colleagues. If you're someone who thrives in a creative, collaborative, and purpose-driven environment, you'll feel right at home here. * Deliver the Promise: behaving with integrity, keeping commitments, and being accountable to customers, colleagues, and partners * People Matter: valuing individuals, recognising achievement, trusting one another, and making sure employees feel empowered * Pioneering Spirit: encouraging boldness, innovation, creative thinking- traits that are part of the company's founding * Positive Energy: bringing enthusiasm, dynamism and a 'can-do' attitude to work every day