IT Technician

The IT Technician will be the first point of contact for day-to-day IT support across the organisation. The role is responsible for owning and managing the helpdesk queue, resolving routine user, device, software, access and peripheral issues, and escalating more complex matters to senior IT colleagues with clear notes and evidence. This position is focused on providing reliable, security-conscious first line support, and improving response times., * Act as the first point of contact for IT support requests received via the helpdesk, email, telephone or in person.

• Triage, categorise, prioritise and update tickets accurately, ensuring users are kept informed throughout the support process.
• Troubleshoot and resolve common hardware, software, operating system, printer, peripheral, meeting room, Wi-Fi and basic network connectivity issues.
• Carry out routine user support tasks, including password resets, account unlocks, MFA support, mailbox access requests and basic Microsoft 365 support, following documented procedures.
• Support new starter, leaver and role change processes, including device preparation, account setup, access changes and equipment recovery.
• Perform basic user, device and group administration in Active Directory and Microsoft 365 under guidance and in line with approved processes.
• Build, configure and deploy laptops, desktops, mobile devices and standard business applications using agreed build standards.
• Maintain accurate IT asset records, stock information and support documentation.
• Create and update knowledge base articles to improve first line resolution and reduce repeat support requests.
• Escalate issues appropriately to senior IT colleagues or third-party suppliers, providing clear troubleshooting steps already taken, screenshots, logs or other supporting evidence where available.
• Assist with IT projects, rollouts and improvement activities where required, without detracting from the core responsibility of first line support., * This is primarily an on-site role based in Llangeinor, supporting users, equipment and systems across the business.
• Occasional travel to remote sites, including Letchworth and Toulouse, France, may be required.
• Must be eligible to obtain and maintain UK Security Clearance.
• A full UK driving licence is required

• Good working knowledge of Windows 11, Microsoft 365 applications and common end-user IT issues.
• A structured troubleshooting approach, with the ability to gather information, test basic fixes and record actions clearly.
• Strong customer service skills, with the ability to communicate clearly and professionally with users at all levels.
• Experience using an IT helpdesk or ticket management system.
• Good attention to detail, particularly when recording tickets, updating assets, following procedures and handling access requests.
• Ability to manage workload, prioritise competing requests and escalate issues when appropriate.
• An understanding of basic IT security principles, including password hygiene, phishing awareness, MFA and the importance of least privilege access.
• Commitment to ongoing development through internal training, vendor learning and relevant certifications.

Desirable Skills and Experience:

• 1+ years’ experience in a first line support, service desk, IT technician or similar technical support role.
• Experience with basic Active Directory, Microsoft 365 admin centre, Intune, endpoint management or remote support tools.
• Basic understanding of networking concepts such as IP addressing, DNS, DHCP, Wi-Fi and VPN connectivity.
• Experience supporting users in a manufacturing, engineering, defence, regulated or security-conscious environment.
• Recognised entry-level IT certification, such as CompTIA A+, Microsoft 365 Fundamentals, Network+ or ITIL Foundation.
• Experience contributing to knowledge base articles, standard operating procedures or user guidance.

IrvinGQ is a world-leading supplier of parachutes, aerial delivery systems and naval decoys to customers around the world. We create innovative products that our customers know they can rely on in highly challenging conditions where there are no second chances. Our systems must work right first time, every time. If you want to be part of a collaborative and supportive team that helps customers achieve their goals through great engineering that stands out from the crowd and are looking for your next challenge, then we want to hear from you!