IT Support Technician

This is a hands-on customer support role for someone who likes solving problems, takes ownership of issues and gets things done. You’ll be dealing directly with customers, responding to support requests, troubleshooting problems and making sure issues are followed through properly rather than left sitting in a queue.

We need someone who is organised, approachable and confident speaking to customers, but most importantly, someone who takes ownership of problems, follows them through and gets things done.

Responsibilities

• Provide friendly, professional and responsive IT support to customers by phone, email and remote support.
• Take ownership of support requests from the initial contact through to resolution.
• Prioritise outstanding jobs and actively work through the support queue rather than waiting to be directed.
• Troubleshoot day-to-day hardware, software, connectivity and network problems.
• Support Microsoft 365, Windows PCs, printers, routers, WiFi, VPNs and other common business IT systems.
• Keep customers updated on progress and make sure they are not left chasing for answers.
• Record support requests and resolutions clearly within our ticketing system.
• Escalate more complex problems where necessary, while remaining responsible for making sure they are followed through.
• Assist with setting up computers, users, email accounts, network equipment and other customer systems.
• Identify recurring problems and look for practical ways to prevent them happening again.
• Work closely with the wider team to make sure customer issues are dealt with quickly and efficiently.

• Previous experience in IT support, technical support or a similar customer-facing technical role.
• A good practical understanding of Windows, Microsoft 365, computer hardware and basic networking.
• Confident troubleshooting problems and working out solutions independently.
• Excellent customer service and communication skills.
• Someone who is comfortable picking up the phone and speaking directly with customers.
• Good organisation and the ability to manage several support requests at once.
• A strong sense of ownership, if you pick up a problem, you make sure something happens with it.
• Someone who sees what needs doing and gets on with it without constantly needing to be asked.
• Calm and practical when dealing with problems or customers under pressure.
• Willingness to learn and develop your technical knowledge.

The Person

Technical knowledge is important, but attitude is just as important to us.

We’re looking for someone who is reliable, proactive and genuinely enjoys helping customers. You should be the sort of person who sees an outstanding job and wants to get it sorted, rather than waiting for somebody else to deal with it.

If you enjoy solving problems, taking responsibility and seeing a job through properly, we’d like to hear from you.

Pulled from the full job description

• Free parking
• Private medical insurance
• Cycle to work scheme