IT User Support Technician

• Provide first-line and second-line technical support for hardware, software, and network-related issues.

• Diagnose, troubleshoot, and resolve incidents related to desktops, laptops, mobile devices, printers, and peripherals.

• Respond to service desk tickets, emails, and user requests within agreed service level agreements (SLAs).

• Install, configure, and maintain operating systems, applications, and user accounts.

• Support Microsoft Windows, Office 365, and other enterprise applications.

• Assist in onboarding and offboarding processes including account setup, access provisioning, and equipment allocation.

• Maintain and update IT documentation, knowledge base articles, and support procedures.

• Escalate complex technical issues to senior support teams or third-party vendors when required.

• Monitor system performance and proactively identify potential issues.

• Ensure compliance with IT policies, security standards, and data protection regulations.

• Support network connectivity issues including LAN/WAN, VPN, and Wi-Fi troubleshooting.

• Assist with system upgrades, patches, and routine maintenance activities.

• Provide user training and guidance on IT systems, tools, and best practices.

• Participate in IT projects such as system rollouts, migrations, and upgrades.

• Maintain asset inventory and track IT equipment lifecycle.

We are seeking a proactive and technically skilled IT User Support Technician to provide first- and second-line technical support to end users across the organisation. The role requires strong troubleshooting abilities, excellent communication skills, and a customer-focused approach to ensure timely resolution of IT issues and seamless user experience., (The candidate must demonstrate these in all stages of assessment)

• Bachelor's degree in Computer Science, Information Technology, or a related discipline.

• 3+ years of experience in IT support, service desk, or technical support roles.

• Strong knowledge of Windows operating systems and desktop support.

• Hands-on experience with Microsoft Office 365, Active Directory, and Exchange.

• Experience using ticketing systems such as Jira Service Desk, ServiceNow, Zendesk, or similar.

• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).

• Experience with hardware troubleshooting and device configuration.

• Knowledge of ITIL practices and service management principles is desirable.

• Proven ability to diagnose and resolve technical issues efficiently.

• Strong understanding of IT security best practices and user access management.

• Ability to manage multiple support requests and prioritise tasks effectively.

• Experience supporting remote users and distributed teams.

• Strong documentation and reporting skills.

Other Key Skills:

• Excellent verbal and written communication skills

• Strong problem-solving and analytical thinking abilities

• Customer-focused approach with strong interpersonal skills

• Ability to work effectively in a team and independently

• High attention to detail and organisational skills

• Proactive and self-motivated mindset

• Ability to handle pressure and meet deadlines

• Adaptability to changing technologies and business needs

• Strong stakeholder engagement and support orientation

Qualifications: Bachelor's degree or above in the UK or equivalent

TESTQ Technologies is a leading IT services and solutions provider delivering high-quality digital, data, and enterprise technology solutions across multiple industry sectors. With strong domain expertise and a commitment to operational excellence, we support organisations in maintaining reliable, secure, and efficient IT environments.