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# IT Support Technician

- **Company:** The Granite Group
- **Location:** Liverpool, UK
- **Salary:** £30,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, VoIP, Networking Basics, Cloud Services, Enterprise Software Applications, Connectivity Problems, Office365, Patch Management, Malware Detection
- **Published:** October 20, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=d06c0b075df2ef14

## About the Role

* Ideally a minimum of 2 years working in a support role within a managed IT service desk function
 * Windows 10 ad 11 operating systems
 * Anti-malware solution support
 * Problem solving and troubleshooting skills
 * Understanding of security principles and endpoint solutions
 * Excellent written, communications and documentation skills.
 * Communicate with all levels of staff within the business and our external 3rd partners
 * The ability to work under pressure and to tight deadlines.
 * Excellent Customer Service
 * Worked within an ITIL service management model or qualification
 * Office365 support experience
 * Basic network knowledge
 * CompTIA or other role appropriate qualifications would be beneficial
 * Understanding of security, server, virtualisation and cloud solutions support
 * Exposure to legal or insurance industry with familiarity of the software and toolsets utilised

## Description

* To be the first point of contact for all IT issues, security incidents and requests from within the business, aiming to first time resolution with escalating to resolver groups as required; ticket management, maintaining SLAs, meeting KPIs ensuring our users receive effective and efficient service
 * Provide deskside and remote IT support to the business user base.
 * Manage service & security incidents within a service desk ticketing solution to agreed processes, adhering to SLA's, meeting required KPIs and fulfilling the escalation process to 3rd line infrastructure, application support and 3rd party support resolver groups
 * Perform daily, weekly and monthly system check processes
 * Troubleshooting and resolving network connectivity issues
 * Administering Active Directory
 * Monitor system and infrastructure availability and performance
 * Managing VOIP and digital phone systems ensuring customers have the best possible journey.
 * Assist in the maintenance and distribution of software packages, manual and automated
 * Perform actions necessary within all Security compliance processes
 * Client device builds using automated solutions and patch management
 * Monitor and manage web and email security filter rules within company guidelines
 * Manage, perform, maintain and test backups/recovery
 * Participate in production support and continuous improvement activities to enhance team practices and maintain high quality solutions.
 * Adhering to change control best practice
 * Maintain knowledge base
 * Assist with application and product testing as required