IT Support Assistant

IT Support Operations

• Log, triage and resolve incidents and service requests via the ticketing system, meeting agreed SLAs and keeping users informed.
• Diagnose and resolve hardware and software faults on laptops, desktops and peripherals; coordinate warranty repairs and replacements as required.
• Support Microsoft 365 services (Outlook/Exchange, Teams, SharePoint and OneDrive) and other common line-of-business applications.
• Assist with management of user identities and access (joiner/mover/leaver), including group membership and access permissions, following least-privilege principle.
• Assist in the Deployment, configuration and maintenance of endpoints for both office and field (Windows 11 and approved mobile devices) using modern management tools, including patching and compliance.
• Provide remote and on-site support using approved tooling, including assistance for hybrid working, meeting room/AV setups and collaboration devices.
• Maintain accurate asset records and documentation (knowledge articles, standard builds, troubleshooting guides) and contribute to service improvement.
• Escalate complex issues and suspected security incidents promptly to the appropriate colleagues.

• Education: HNC, HND, or Bachelor's degree in Information Technology, Computer Science, or related field. (or relevant experience).
• Experience: 1+ years of experience in helpdesk environment or a similar role.
• Customer Service Skills: Excellent customer service skills.
• Technical Skills: Proficiency in Windows 11/ Windows Server/ Office 365.
• Software Knowledge: Familiarity with database systems, virtualisation tools, and network management software.
• Problem-Solving: Strong analytical and troubleshooting skills.
• Communication: Strong interpersonal skills and good written communication skills to interact with technical and non-technical stakeholders.

Desirable

• Recognised qualifications, such as ITIL, CompTIA Server+, Microsoft Azure certifications, or others ., Candidates should live within commuting distance of CAN's Aberdeen Office and hold a full UK Driving Licence.

The CAN Group of companies are leading providers in Engineering, Integrity, Inspection and Maintenance solutions to the energy industry worldwide. CAN Group is seeking a highly skilled and motivated IT Support Assistant to join our dynamic team. The successful candidate will provide first/ second line technical support to employees across the business.