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# IT Support Technician

- **Company:** Horley RH6
- **Location:** Shipley Bridge, UK (Remote available)
- **Salary:** £27,000.0 - £30,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, JIRA, Business Software, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Networking Basics, Azure Active Directory, Remote Service Software, TeamViewer, Wi-Fi Technology, Zendesk, User Administration, Servicenow, User Accounts
- **Published:** September 21, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=c3ab98df645397c0

## About the Role

* 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)

## Description

* 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


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