IT Support Technician

• Provide 1st line helpdesk, desktop and remote IT support.
• Log, investigate, resolve or escalate support requests.
• Support Microsoft 365, including Outlook, Teams and SharePoint.
• Complete routine administration within Entra ID, including user accounts, access, groups and password resets.
• Support Intune device enrolment, application deployment and mobile-device updates.
• Assist with Defender for Endpoint, MFA and endpoint-security support.
• Configure and support laptops, mobile devices, printers, peripherals and meeting-room technology.
• Troubleshoot hardware, software, network and connectivity issues.
• Complete laptop builds and rebuilds using Microsoft Autopilot.
• Maintain IT asset records, technical documentation and user guides.
• Support new-starter inductions and wider IT projects.
• Escalate complex infrastructure, server and security issues to senior IT colleagues.

Technologies:

• Cisco
• Hardware
• Support
• ITIL
• Microsoft 365
• Mobile
• Network
• Security
• SharePoint
• Windows
• Office 365

• At least two years experience in an IT support, service desk or desktop support role.
• Strong practical Microsoft 365 support experience.
• Experience with Entra ID and Intune, ideally including exposure to Defender for Endpoint.
• Good Microsoft Windows, hardware and basic networking knowledge.
• Understanding of IT security best practices, including MFA and endpoint security.
• Excellent troubleshooting, customer service and communication skills.
• Relevant Microsoft, CompTIA, Cisco or ITIL qualification, or willingness to undertake further training.
• Organised, approachable and able to manage competing support priorities.
• Able to work permanently from our Wrexham head office.
• Experience working within an ITIL environment, maintaining technical documentation or supporting technologies such as Mimecast, Cisco Meraki, Microsoft Sentinel or Purview would be advantageous.

We are recruiting for an IT Support Technician on a permanent, full-time, office-based basis in the Wrexham area with a salary of c£27,500. The role is part of our IT support function, working across the organisation to provide 1st line helpdesk, desktop and remote support. This opportunity may suit candidates with experience as an IT Support Technician, Service Desk Analyst, Helpdesk Technician, Desktop Support Technician or 1st/2nd Line Support Technician.