IT Support Services Technician

The IT Support Technician provides first and second-line technical support, acting as the primary point of contact for end users to ensure a high level of customer satisfaction. The role involves logging, tracking, and resolving Service Desk requests, managing user access and system permissions, and escalating issues where necessary while maintaining ownership through to resolution. Working in line with documented procedures, the Technician also supports a range of administrative and operational IT tasks as directed by the IT Manager.

During a Typical Day, You’ll

• Provide Tier 1 and Tier 2 technical support using phone, ticketing systems, and chat tools.
• Accurately log, document, and track incidents in ServiceNow or other required systems.
• Carry out daily operational checks and monitor system performance to ensure availability before production hours.
• Deliver local IT support including hardware setup, imaging, upgrades, repairs, asset management, and PC relocations.
• Administer or support user access management, including ID creation and application permissions.
• Work flexibly across IT support shifts, including participation in on-call cover, while escalating complex issues appropriately and supporting a collaborative team environment.

• Associate degree or equivalent work IT experience.
• CompTIA A+ desirable
• CompTIA Network+ desirable
• Mid-level experience of Help Desk or Desktop hardware and software experience in an corporate or call centre environment.
• Experience with basic Network troubleshooting.
• Experience with basic Azure, Cloud Services (AWS), and Telephony troubleshooting.
• Experience with ticketing systems, preferably ServiceNow.

Skills

• Strong communication, customer service and organizational skills.
• Strong problem resolution and decision-making skills.
• Working knowledge of Windows 10/11.
• Working knowledge of Outlook and Office365.
• A good listener with a proven ability to build relationships with all levels of staff.
• Strong time management skills, attention to detail and outstanding follow-up skills.
• The ability to work well under pressure with tight deadlines.

Travel

• Travel Requirements: Up to 5% travel may be required for this role. Therefore, candidates must hold a full, valid UK driving licence and have access to reliable transportation.

Contract Type: Full-Time, Permanent, Remote with occasional travel to Rutherglen Working Hours: 40 hours per week, Monday to Friday 8am to 5pm. Paid overtime may be required as needed. Salary: £34,000 per annum + Annual Performance Bonus, * 25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 30 days annual leave plus bank holidays.

• Company pension
• Life Assurance 4 x annual salary
• Contributory pension scheme
• Private Medical and Insurance and discounted dental scheme
• Comprehensive travel insurance for you and family in line with Scheme rules
• Discounts on brand new vehicles
• Employee Assistance Program (EAP)
• Cycle to work scheme
• Free On-site parking

Established in 2000 as a joint venture with TTEC, Percepta has specialised in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow.
• Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction.
• Leave it better - We take ownership and leave every process, person, and place better than we found it.
• Win together - We succeed as one-celebrating, supporting, and showing up for each other.
• Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out.