1st Line Support

• Provide first-line technical support for hardware, software and network-related issues, both remotely and in person

• Log, prioritise and manage support requests through the IT ticketing system

• Diagnose and resolve common IT issues, including password resets, account lockouts, software installations and printer problems

• Support users with core business applications, including Microsoft Office and email platforms

• Escalate more complex issues to second-line support or the relevant IT teams where appropriate

• Maintain accurate records of IT assets, devices and system configurations

• Assist with employee onboarding and offboarding, including user account creation and equipment setup

• Contribute to the development and upkeep of IT documentation and knowledge base materials

• Identify recurring technical issues and recommend improvements to processes and support delivery

• Ensure compliance with IT policies, procedures and security best practice

• Deliver a consistently high standard of customer service with a professional and approachable manner

This position would suit someone with a strong service mindset, solid troubleshooting ability, and the confidence to support users both remotely and on-site., * Strong understanding of MDM management of endpoints using Microsoft Entra/Intune

• Good knowledge of basic networking principles

• Strong customer service skills and a genuine commitment to user support

• Ability to work independently as well as collaboratively within a team

• Comfortable working in a fast-paced environment

• High level of accuracy and attention to detail

• Confident communication skills, both written and verbal

• Professional and responsive approach to all communications

Desirable Skills

• Experience supporting Mac OS

• Exposure to Python and JSON scripting

• Experience working in environments involving vulnerable adults

• Familiarity with asset management systems