IT Support Technician - 1st / 2nd Line

• Provide 1st and 2nd line IT support to users in person, by phone and email
• Log, prioritise and resolve support tickets
• Troubleshoot hardware, software, printer and login issues
• Create, update and disable user accounts
• Reset passwords, unlock accounts and support MFA setup
• Support starters and leavers, including equipment setup
• Provide Microsoft 365 support across Outlook, Teams, SharePoint and OneDrive
• Carry out basic Microsoft 365 administration and licence management
• Set up and maintain laptops, desktops, phones and other IT equipment
• Install software and manage updates
• Troubleshoot printers, scanners and multifunction devices
• Maintain hardware and software asset records
• Carry out basic network troubleshooting including Wi-Fi, cabling, IP and DNS issues
• Escalate more complex network, firewall or infrastructure issues where required
• Maintain support documentation and basic user guides

To be considered for this role, you should have:

• Around 2-3 years’ experience within IT support, service desk or helpdesk
• Good knowledge of Windows desktop environments
• Good working knowledge of Microsoft 365
• Experience supporting user accounts, passwords and permissions
• A basic understanding of networking including IP addresses, Wi-Fi and DNS
• Strong troubleshooting skills
• A customer-focused and approachable manner
• Good communication skills
• A full UK driving licence
• The ability to work on-site in Grantham five days per week

Desirable experience

Any experience with the following would be beneficial, but is not essential:

• Active Directory
• Entra ID / Azure AD
• Microsoft Intune
• Autotask PSA
• IT Glue
• Data cabling
• CCTV systems
• Firewalls or networking
• CompTIA A+, MS-900 or similar certifications