IT Support Technician

TECH FIX SC LTD is seeking a knowledgeable and customer-focused IT Support Technician to provide technical assistance to customers and users of computer systems, software and related equipment.

The successful candidate will diagnose and resolve hardware, software, operating-system and connectivity problems. They will install and configure computer systems, support users with technical issues and ensure that all work is completed accurately, securely and to a high professional standard.

KEY RESPONSIBILITIES

• Provide technical support and guidance to customers and users experiencing computer, software or system-related problems.

• Diagnose and resolve hardware, software, operating-system and application faults.

• Install, configure and upgrade desktop computers, laptops, operating systems, drivers and software applications.

• Set up user accounts, email services, printers, scanners and other peripheral equipment.

• Troubleshoot internet, Wi-Fi, printer and basic network-connectivity problems.

• Investigate system errors, software conflicts, performance problems and security concerns.

• Remove malware, install security updates and help maintain the secure operation of supported systems.

• Carry out data backups, data transfers and system-recovery procedures while protecting confidential information.

• Configure new devices and migrate user files, settings and applications where required.

• Replace or upgrade standard computer components such as memory, storage drives and peripheral equipment when necessary.

• Test computer systems and equipment after installation, configuration or technical support work.

• Explain technical problems and solutions clearly to customers with different levels of technical knowledge.

• Provide guidance on the correct use of systems, applications and equipment.

• Record reported faults, diagnostic findings, work completed and final resolutions accurately.

• Monitor outstanding support requests and ensure they are resolved within agreed timescales.

• Escalate complex or unresolved technical issues when specialist assistance is required.

• Maintain an organised and secure technical working environment.

• Follow company procedures relating to data protection, cybersecurity, electrical safety and customer confidentiality.

Strong knowledge of computer hardware, software and operating systems.

• Ability to diagnose and resolve hardware, software and user-support issues.

• Competence in installing and configuring Windows and commonly used software applications.

• Knowledge of user-account setup, email configuration and peripheral installation.

• Understanding of internet, Wi-Fi and basic network troubleshooting.

• Knowledge of malware removal, system security and software updates.

• Ability to perform data backups, data transfers and system-recovery procedures.

• Strong analytical and problem-solving skills.

• Excellent attention to detail and commitment to completing work accurately.

• Good verbal and written communication skills.

• Ability to explain technical information clearly to non-technical users.

• Strong customer-service skills and a professional approach.

• Ability to organise workloads and manage several support requests effectively.

• Understanding of data protection and customer confidentiality., A diploma, degree, vocational qualification or recognised technical certification in Information Technology, Computer Science, Computer Engineering or a related subject is preferred.

• CompTIA, Microsoft or another relevant professional IT certification would be advantageous.

EXPERIENCE

• A minimum of one year of relevant experience in IT support, computer systems or a similar technical role is preferred.

• Previous experience diagnosing hardware, software and operating-system problems is required.

• Experience providing technical assistance directly to customers or end users would be advantageous.

• Experience with computer configuration, software installation, data transfer and basic network support would be beneficial.

Salary of £31,500-£33,500 per annum, depending on skills and experience.

• Permanent, full-time employment.

• 37.5 contracted hours per week.

• 28 days of paid annual leave, inclusive of bank holidays.

• Workplace pension, subject to eligibility.

• Opportunities for technical training and continued professional development.

• Supportive working environment with exposure to a variety of computer systems and technical-support requirements.