IT Support Technician - Wilmslow

• We provide 1st and 2nd line technical support for a variety of IT queries.
• We respond to and resolve technical queries and incidents, owning the resolution process.
• We prioritize incoming support requests effectively.
• We provide support via phone, email, in person, and remote tools across multiple locations.
• We drive service improvements and contribute to process enhancements.
• We follow ITIL-based operational procedures for incident, problem, change, configuration, and asset management.
• We ensure all service-level agreements are met.
• We escalate technical issues as required.
• We perform routine software and hardware configuration and installations.
• We deliver excellent customer service, keeping users updated throughout the resolution process.
• We recommend improvements to team performance and operational efficiency.

Technologies:

• Active Directory
• Azure
• Cisco
• Hardware
• Support
• ITIL
• LAN
• macOS
• Mobile
• Office 365
• WLAN
• Windows
• iOS
• Cloud

• We have previous experience in customer-facing environments and handling queries from internal and external stakeholders.
• We can communicate clearly in person, over the phone, and via email.
• We are a team player, enthusiastic, and eager to learn.
• We have experience managing Office 365, including OneDrive, Exchange, Teams, and Yammer.
• We have experience with Azure Active Directory maintenance.
• We have desktop support experience for Windows 11 and macOS systems.
• We have device management and monitoring experience, including Entra ID.
• We have ITIL Foundation knowledge, ideally certified.
• We have iOS/iPhone/iPad support and configuration experience.
• We are familiar with IT service desk tools such as FreshService and remote desktop support.
• Desirable: we have LAN/WLAN administration experience with HP Procurve or Cisco Meraki.
• Desirable: we have experience with VOIP telephony systems such as RingCentral or 3CX.
• Desirable: we have mobile device management experience.