IT Technician

The role supports internal and external stakeholders and works with the organisation’s security and support teams to provide a good service in compliance with ISO standards.

You will support the business’s hardware, software, network, data and communications across its sites, working with third-party providers to deliver quality services to staff and customers.

What you will do

• Provide first-line helpdesk and desktop support to staff, logging, prioritising and resolving incidents and requests within agreed SLAs.
• Diagnose and troubleshoot software and hardware issues, escalating complex or unresolved problems to the Senior IT Engineer or CTO with clear notes on actions already taken.
• Set up, configure, deploy and maintain desktops, laptops, mobile devices, printers and peripherals.
• Carry out new starter, mover and leaver tasks, including account set-up, access permissions and the issue and return of equipment.
• Support users of Microsoft 365 and key business software, including account, access and multi-factor authentication requests.
• Apply software updates and security patches, and keep device and licence records accurate and up to date.
• Work with third-party providers when incidents or requests need their support, tracking their response to ensure SLAs are met.
• Source and order software and hardware in line with approved budgets and procedures.
• Record fixes and maintain knowledge base articles so that repeat issues are resolved quickly.
• Identify recurring incidents and recommend improvements to the Senior IT Engineer or CTO.
• Support internal audits and compliance checks of IT systems, and help implement agreed actions.
• Handle company, customer and health data in line with company policy and data protection law.
• Report suspected security incidents, such as phishing or lost devices, immediately.
• Help end users reduce avoidable IT incidents and outages through how they use IT equipment.
• Represent TAC Healthcare IT professionally at all times, providing excellent customer service.

This is not an exhaustive list of duties. All members of TAC Healthcare IT may be required to carry out additional reasonable tasks appropriate to their role and capability.

All members of staff are required to participate in appraisals, self-development, and mandatory and statutory training.

• A degree or professional qualification in Information Technology or Computer Science, or equivalent practical experience.
• A minimum of 2 years’ experience in an IT helpdesk, desktop support or similar role.
• Working knowledge of Microsoft 365 and common desktop operating systems.
• Good knowledge of computer hardware and software.
• Knowledge of structured troubleshooting practices.
• Experience using an IT service management or ticketing system and working to SLAs.

Desirable

• Relevant certifications, for example CompTIA A+, ITIL Foundation or Microsoft 365 Fundamentals.
• Experience with mobile device and endpoint management tools.
• Awareness of information security standards such as ISO 27001 and data protection requirements.
• Experience working within a healthcare or other regulated environment., * Excellent verbal and written communication skills, with a patient and clear approach when helping non-technical users.
• A strong customer service focus.
• Strong prioritisation and organisational skills, with the ability to manage a busy queue of competing requests.
• Strong attention to detail and thoroughness, including accurate record keeping.
• A logical and analytical approach to problem-solving.
• A flexible and adaptable approach, with an interest in learning new technologies.
• The ability to act independently and proactively, while knowing when to escalate.
• A professional, tactful and discreet approach, particularly when handling confidential information.
• A commitment to high standards and to the quality and impact of the service provided.

• Private Medical Insurance.
• Company Pension Scheme.
• Enhanced Annual Leave.
• Parental Leave.
• On-site Parking.
• Employee Assistance Programme, including health, wellbeing and financial support.
• Company Sick Pay Scheme.
• Enhanced Maternity Leave.
• Family and Friends discount on TAC Healthcare services.
• Opportunities for ongoing professional development and progression within occupational health.

At TAC Healthcare, our vision is to be the leading trusted provider, championing employer and employee health and wellbeing. We carry this forward through our mission of delivering accredited, technology-driven healthcare services with a holistic and innovative approach. Underpinning everything we do are our core values, which guide how we work and how we engage with our clients, partners and each other:

• Customer First, Always: Every role, every decision and every action is driven by our commitment to our customers. We put their interests first, ensuring our work makes a real difference.
• Challenge Yourself to Grow: We embrace continuous learning, encourage fresh thinking and seek opportunities to improve ourselves and our work.
• Shape the Future: We harness innovation and technology to redefine what’s possible, paving the way for a healthier, more accessible tomorrow.
• Build Trust with Transparency: We own our actions, communicate openly and share both successes and challenges to foster genuine trust.
• Work with Respect: We celebrate diverse perspectives, treat everyone with dignity and create an environment where everyone feels valued and heard.

These principles shape our culture and our commitment to delivering high-quality, forward-thinking occupational health services and making healthcare better.