IT Support Lead

• Act as a first point of contact for IT incidents and service requests received through the service desk or in person.
• Diagnose and resolve common hardware, software, account, printing, and connectivity issues within agreed service levels.
• Keep users informed of progress, explain solutions clearly, and confirm successful resolution before closing tickets.
• Prioritise work according to business impact and urgency, escalating complex or high-risk issues to the appropriate colleague or supplier.
• Build, configure, deploy, maintain, and securely retire desktops, laptops, mobile devices, monitors, printers, and peripherals.
• Install, configure, update, and support approved operating systems and business applications.
• Support user accounts, access permissions, passwords, multi-factor authentication, email, and collaboration tools in line with authorised processes.
• Maintain accurate asset, licence, configuration, and support records throughout the equipment lifecycle.
• Assist with monitoring and routine maintenance of local networks, Wi-Fi, meeting-room technology, cabling, and cloud-based services.
• Follow backup, recovery, change, data protection, and information security procedures.
• Support starters, movers, and leavers by preparing equipment and completing approved access changes on time.
• Administer and monitor cloud services and data storage, and maintain records for user-related services.
• Support compliance and security requirements through appropriate access management controls.
• Create and maintain user guides, troubleshooting notes, and knowledge articles for recurring issues.
• Identify recurring faults and service trends, and contribute practical recommendations to improve reliability and user experience.
• Assist with technology rollouts, upgrades, audits, stock checks, and other IT projects as required.
• Maintain professional knowledge through training, self-directed learning, and awareness of emerging technologies and support practices.
• Provide regular updates to the IT Support Team Lead on support trends, major incidents, and ongoing issues.

Technologies:

• Active Directory
• Cloud
• Hardware
• Support
• ITIL
• Microsoft 365
• Mobile
• PowerShell
• Security
• TCP/IP
• VPN
• Windows
• Office 365
• LESS

More:

We are a healthcare technology company that puts patients and clinical safety first. Our supportive clinical team includes senior doctors, nurses, and advanced physiotherapists with experience across the NHS and private healthcare. We provide guidance to help you develop your skills in the fast-paced health technology sector. This full-time role reports to the IT Support Lead and supports reliable, secure, customer-focused IT services across our organisation. It is hybrid, with at least one day each week at our Nottingham head office; the work location is listed as hybrid remote in Nottingham NG15 0DT. We offer additional leave, company events, a company pension, private medical insurance, and work-from-home arrangements. We are committed to equality of opportunity and a workplace free from discrimination and harassment, with employment decisions based on merit.

• GCSEs or equivalent, including English and Mathematics.
• Relevant Level 3 IT qualification, apprenticeship, or equivalent practical knowledge.
• At least 3 years of experience as an IT Technician.
• Experience providing customer-focused IT support in a workplace, placement, apprenticeship, or similar environment.
• Experience diagnosing hardware, software, account, printer, and connectivity issues.
• Experience recording and updating incidents or requests in a service-management or ticketing system.
• Experience with device deployment, asset management, or joiner, mover, and leaver processes.
• Working knowledge of desktop and laptop hardware, Windows operating systems, common productivity applications, and peripherals.
• Logical troubleshooting and problem-solving skills, including gathering relevant information and identifying root causes.
• Clear written and verbal communication, including explaining technical information to non-technical users.
• Awareness of cyber security, data protection, access control, and safe handling of confidential information.
• Strong customer-service approach, with patience, professionalism, and personal accountability.
• Ability to organise competing priorities, meet deadlines, and work independently while contributing to a team.
• Willingness to learn, follow documented procedures, and adapt to changing technology and business needs.
• Ability to work on site and safely handle or move IT equipment where required.
• Desirable: CompTIA A+, Microsoft, ITIL Foundation, or another relevant industry certification.
• Desirable: Experience supporting Microsoft 365, Windows devices, mobile devices, meeting-room technology, or telephony systems.
• Desirable: Knowledge of Microsoft Entra ID, Intune, Active Directory, Group Policy, PowerShell, or endpoint security tools.
• Desirable: Familiarity with IT service-management principles, remote-support tools, virtualisation, or cloud services.
• Desirable: Knowledge of Apple laptop hardware and basic networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN connectivity.
• Desirable: Full UK driving licence or ability to travel between business locations where required.
• Desirable: Previous experience in a regulated, healthcare, or security-conscious environment.