IT Support Technician

• Provide first-line IT support to B2B clients via telephone, email, and ticketing system
• Log, triage, and manage support tickets through to resolution within agreed SLAs
• Troubleshoot hardware, software, network, and connectivity issues
• Escalate complex issues to second/third-line support as needed, ensuring clear handover notes
• Maintain accurate, up-to-date ticket records and documentation
• Communicate clearly and confidently with clients, managing expectations on resolution timescales
• Support onboarding/offboarding of user accounts, devices, and access permissions
• Contribute to knowledge base articles and internal process documentation
• Identify recurring issues and flag trends to the wider team

• Minimum 1 year’s experience in a B2B IT support / help desk environment
• Proven experience using a ticketing system (e.g. Zendesk, Freshdesk, ServiceNow, Jira Service Desk, or similar)
• Confident, clear telephone manner - comfortable speaking with business clients daily
• Strong reliability and punctuality - this role is central to service delivery
• Solid working knowledge of Windows/Mac OS, Microsoft 365, common business applications
• Basic understanding of networking fundamentals (DNS, DHCP, VPN, Wi-Fi troubleshooting)
• Excellent written communication for ticket notes and client updates
• Ability to prioritise and manage multiple tickets simultaneously

Desirable

• Experience with remote support tools (e.g. TeamViewer, AnyDesk, RMM platforms)
• Exposure to Active Directory / Azure AD user management
• Relevant certifications (CompTIA A+, ITIL Foundation, Microsoft certifications), * Dependable and punctual - the business can count on
• Calm and patient under pressure, especially with frustrated or non-technical callers
• Strong customer service ethic and a genuine desire to help
• Good listener with strong problem-solving instincts
• Team player, happy to share knowledge and support colleagues, * B2B IT support: 1 year (required)

Language:

• English (preferred)

• Pension, 28 days holiday allowance (inclusive of public holidays), career progression, onsite parking
• 40 hours per week working Monday to Friday
• • Currently hybrid working, with up to 2 days per week working from home. Specific in-office days are at management’s discretion and may be varied in line with business needs.

Pay: £27,000.00-£30,000.00 per year

Benefits:

• Company pension
• Free parking
• On-site parking