IT Support Technician
Role details
Job location
Tech stack
Job description
Our Client is seeking a IT Technician to join their team in a newly created role within the IT function. This position will play a key part in providing 1st and 2nd line technical support, ensuring issues are resolved efficiently while maintaining a high standard of customer service. You will act as a key escalation point for more complex technical issues and support the wider IT team in delivering a reliable and responsive service. The role requires a strong technical foundation, excellent problem-solving abilities, and the confidence to communicate effectively with both technical and non-technical users. You will also support and mentor junior team members, helping to develop capability within the service desk function., + Act as 2nd/3rd line escalation for complex technical support issues
- Support and mentor service desk analysts
- Troubleshoot advanced issues across Microsoft 365, Windows, and endpoints
- Support user access, identity, and device-related issues within Microsoft 365
- Take ownership of high-priority incidents through to resolution
- Help improve ticket quality, SLAs, and service desk processes
- Create and maintain clear knowledge base documentation
- Identify recurring issues and contribute to problem management
- Assist with small IT projects and change activities where required
Requirements
- Strong troubleshooting experience across Microsoft 365 and Windows environments
- Experience in a 2nd line or senior IT support role
- Ability to mentor and support junior colleagues
- Good understanding of ITIL or structured service desk processes (formal certification not required)
- Strong communication skills and stakeholder management ability
- Customer-focused approach with a proactive attitude
Benefits & conditions
Our Client is a growing and innovative organisation operating across multiple sectors, focused on delivering high-quality environments and customer experiences. Their approach is centred on challenging traditional models and creating modern, forward-thinking solutions that meet the needs of evolving markets. With a strong track record of growth, they are supported by a talented and ambitious team committed to continuous improvement and excellence. They offer a dynamic and supportive working environment, competitive salaries, and a culture that recognises and rewards success.
