IT Technician - 2nd Line Support

• We provide proactive, hands-on, end-to-end technical support to our workforce across Windows, macOS and mobile devices.
• We resolve support tickets within agreed SLAs and keep our ticketing system accurately updated from triage through to resolution.
• We administer and support our Microsoft 365 and Azure environment, including Entra ID, Exchange Online, Intune/Endpoint Manager, Teams and SharePoint.
• We manage user account and licence administration across Microsoft 365 and Azure, ensuring access is provisioned and revoked correctly and securely.
• We own end-to-end onboarding and offboarding for staff, including device builds, account setup, access permissions and equipment collection.
• We troubleshoot networking issues including VPN connectivity, Wi-Fi, printers and other peripherals, liaising with external suppliers or specialist teams where needed.
• We maintain clear documentation of IT assets, configurations and support processes, and contribute to our internal knowledge base.
• We communicate clearly with colleagues, explaining technical issues in simple terms and keeping them informed and supported throughout.

Technologies:

• Azure
• Support
• macOS
• Microsoft 365
• Mobile
• Security
• SharePoint
• VPN
• Windows
• Office 365
• Cloud
• Hardware

More:

We are Nourish Care, a digital solution provider for the health and social care sector, focused on improving the process of recording, analysing and sharing information to enhance care. Our products are used by over 425,000 carers to support 417,000+ individuals, and our Nourish Partnership Programme manages strategic integrations with third-party systems to support seamless data syncing and interoperability across the care journey. We are a market leader in a period of growth and innovation, with a culture built on making a difference, agility, collective effort, every person counts and openness to learning. This full-time IT Technician role is based in Bournemouth, United Kingdom, reporting to our Head of IT, and sits within a small but vital IT function supporting colleagues across the business. We offer 25 days annual leave plus Bank Holidays, additional leave for service, a birthday day off, volunteering leave, private medical insurance, pension, referral bonus, wellbeing support, cycle to work scheme, career development opportunities, regular reviews, recognition and rewards, and social events throughout the year.

• We have at least three years experience in a technical support role, ideally in a fast-paced or scale-up environment.
• We have strong working knowledge of Windows and macOS environments.
• We have hands-on experience administering Microsoft Azure and Microsoft 365, including Entra ID, Exchange Online, Intune, Teams and SharePoint.
• We have experience troubleshooting networking fundamentals such as VPN, Wi-Fi and DNS/DHCP.
• We have experience managing support tickets against SLAs using a helpdesk or ticketing system.
• We have experience supporting device onboarding and offboarding, including device builds and access provisioning.
• We have strong communication skills and a collaborative, pragmatic mindset.
• We hold a full, valid UK driving licence and are willing to travel occasionally to other Nourish offices as required.
• Desirable: we have experience supporting Microsoft Azure / Entra ID environments at scale.
• Desirable: we have familiarity with endpoint security and device management tools such as Intune, SentinelOne or Rapid7.
• Desirable: we have experience working in a fast-growing SaaS or technology business.