1st Line Support Technician

Pure Innovations is a charity based in Stockport working throughout Greater Manchester delivering services within local communities. You will work within the IT Team to ensure we have an IT infrastructure that is fit for purpose and able to meet the strategic aims of the business whilst providing quality support to staff and those who access services.

Core Responsibilities:

Set up, configure, and deploy IT equipment including laptops, desktops, mobile devices, printers, and peripherals.

· Wipe, re-image, and re-purpose devices in line with organisational and data security policies.

· Issue IT equipment to staff, ensuring accurate records are maintained.

· Deliver IT inductions and training for new staff, ensuring they are confident using organisational systems and tools.

· Maintain accurate asset inventories and assist with stock management of IT equipment and accessories.

· Assist with user account creation, password resets.

· Support the implementation of IT projects and upgrades as directed by the IT Manager.

· Ensure all IT activities comply with organisational policies, GDPR, and cybersecurity best practices.

· Manage assigned tickets to a successful resolution in a timely manner.

· Escalate complex technical issues to senior 2nd Line IT Support Technician.

• Work closely with colleagues to ensure SLA compliance and a smooth handover

between team.

• Contribute to IT roadmaps and highlight opportunities for improvement.
• Maintain accurate documentation that others can easily understand and use.
• To uphold, understand and adhere to all policies and procedures identified by Pure Innovations Ltd.
• To uphold Pure’s key values: Respectful, Aspirational, Responsive and Inclusive in everything we do.
• To report any safeguarding concerns to a designated safeguarding officer/lead.
• Any other reasonable tasks as directed by your line manager.

English - Grade 4/C or above

Maths - Grade 4/C or above

· A degree essential at 2:1 or above in any discipline or Level 3 qualification in IT (or equivalent)

· CompTIA A+

· CompTIA Network+

· Microsoft Certified: Modern Desktop Administrator Associate (or equivalent Microsoft 365 certification)

Experience

· Minimum of 2 years’ experience in IT Support Technician role

Knowledge

· Proficiency in operating systems - Windows

· Familiarity with 365 Office package

· Strong knowledge of network protocols

· Familiarity with cloud computing - Azure

· Familiarity with Intune Device Management

Pulled from the full job description

• Referral programme
• Employee discount
• Gym membership
• Employee assistance programme
• Company pension
• Health & wellbeing programme
• Cycle to work scheme, * Rewarding career pathways and progression opportunities with an award-winning organisation, which puts people first (not profits).
• Full Induction, training & Development programmes.
• Leadership development program recognised by Chartered Management Institute.
• Flexible working hours (subject to the needs of the service).
• 22 days holiday rising to 30 days after 5 years’ service (pro rata for part-time staff) + Bank Holidays.
• Health Benefits including Simply Health cover, dental treatment plan cover or gym membership up to £200 per year. (after completion of probationary period).
• Bonus birthday holiday after 5 years’ service.
• Company events and fun days out.
• Discount at Catering Outlets and Pure Innovation products on Etsy.
• Employee Assistance Programme- 24-hour helpline for support and advice.
• Nest pension Scheme-salary sacrifice basis. Pure also makes a % contribution to the scheme.
• Mental Health at work first aiders to offer guidance and Support when required.

Pay: £26,664.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Health & wellbeing programme
• On-site parking
• Referral programme

Experience:

• IT support: 1 year (required)

Licence/Certification:

• UK driving licence and access to a vehicle for business use (required)

Work authorisation:

• United Kingdom (required)