1st Line IT Support Technician - Ilkley, West Yorkshire

• Provide 1st line technical support to all staff via phone, email, and live chat.
• Respond to incoming calls and emails for all 1st line IT issues from a varied user base.
• Troubleshoot and resolve basic hardware and software issues.
• Log all support requests in the ticketing system and maintain accurate documentation.
• Escalate complex issues to 2nd line support or relevant team member when necessary.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Assist users with the setup and configuration of PC hardware and software.
• Provide support for Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint and bespoke software applications.
• Monitor and maintain managed devices.
• Follow up with users to ensure issues are resolved satisfactorily.
• Provide additional support to the IT Manager and Partners as required.

• Strong knowledge of Microsoft Windows operating systems and Microsoft 365.
• Basic understanding of PC hardware setup and configuration.
• Excellent communication skills, both verbal and written.
• Strong problem-solving skills and the ability to work under pressure.
• Customer-focused with a sympathetic and understanding approach to service users., This role would suit someone with A-Level or Level 3 equivalent qualifications (NVQ, BTEC) in a relevant IT subject, or someone at the beginning of their career in IT Support.

• Competitive salary and benefits package.
• Opportunities for career progression and professional development.
• Friendly and supportive work environment.

We are an ISO 27001 certified company and are working towards Cyber Essentials accreditation.

You will be joining a dynamic and innovative team providing IT support solutions to a diverse range of staff. We are seeking a dedicated IT 1st Line Support Technician to join our team and help us maintain our high standards of technical support. Burgoynes is an international partnership specialising in the investigation of fires, explosions, and other major incidents. Founded in 1968, they provide scientific and engineering advice to the legal, insurance, and commercial sectors. Their team of expert forensic scientists and engineers offers services in areas such as fire investigation, chemistry, physics, chemical, electrical, and mechanical engineering, metallurgy, materials science, biology, and forensic science. Burgoynes has offices across the UK and internationally in Singapore, Hong Kong, Dubai, and Australia, ensuring comprehensive global coverage. They are known for their reliable, well-researched reports and their ability to serve as expert witnesses in various legal and commercial contexts. These services are underpinned by an IT system supported by a dedicated team.