IT Support Technician

The IT Support Technician will provide practical technical support to employees across the business, ensuring that IT systems, devices and services are operating effectively.

This role is primarily office based, with four days per week spent supporting users in person from the Birmingham office and one day per week working remotely. The successful candidate will be responsible for resolving day-to-day IT issues, configuring user devices, supporting Microsoft 365 services, troubleshooting basic network connectivity issues and delivering excellent customer service.

This is an ideal opportunity for someone with previous IT support or desktop support experience who is looking to further develop their career within a Microsoft 365 and cloud-first environment., User Support

• Provide 1st line IT support for hardware, software and user-related issues.
• Respond to and resolve IT support requests within agreed service levels.
• Diagnose and troubleshoot Windows desktop, laptop and mobile device issues.
• Support Microsoft 365 applications including Outlook, Teams, Word, Excel, PowerPoint and OneDrive.
• Escalate complex technical issues where appropriate.
• Communicate clearly with users and provide regular updates on support requests.

Desktop & Device Support

• Configure, deploy and maintain laptops.
• Assist with equipment installations, moves and changes within the office.
• Support meeting room technology and audio-visual equipment.
• Carry out hardware replacements, upgrades and warranty returns.
• Maintain accurate asset and equipment records.
• Support on other Inventus Group Systems when required

Microsoft 365 Administration

• Create, modify and disable user accounts.
• Assign and manage Microsoft 365 licences.
• Support Microsoft Teams, Exchange Online and SharePoint administration activities.
• Assist with device enrolment and management through Microsoft Intune.
• Support new starter and leaver processes.

Basic Network Support

• Assist users with wired and wireless network connectivity issues.
• Troubleshoot common TCP/IP, DNS, DHCP and VPN connectivity problems.
• Support office Wi-Fi and network-connected devices including printers, telephony and meeting room equipment.
• Perform basic network diagnostics and identify the source of connectivity issues.
• Liaise with third-party providers and escalate network infrastructure issues when required.
• Maintain basic network documentation and asset records.

IT Service Management

• Log, update and manage support requests through the IT service management system.
• Maintain accurate technical documentation and knowledge base articles.
• Identify recurring issues and suggest improvements to IT services.
• Assist with routine IT maintenance activities and system checks.

Information Security

• Follow company information security policies and procedures.
• Ensure devices and user accounts comply with security requirements.
• Promptly report security incidents, vulnerabilities or suspected breaches.
• Support IT and security initiatives as directed by the Head of IT.

• Previous experience in an IT Support and Desktop Support role.
• Good working knowledge of Windows 11.
• Experience supporting Microsoft 365 applications.
• Good understanding of computer hardware and peripherals.
• Strong troubleshooting and problem-solving skills.
• Good understanding of basic networking principles and TCP/IP.
• Experience troubleshooting wired and wireless connectivity issues.
• Understanding of DNS, DHCP, VPN and network troubleshooting fundamentals.
• Ability to diagnose common end-user network and connectivity problems.
• Excellent customer service and communication skills.
• Ability to manage and prioritise multiple tasks.
• Strong attention to detail and organisational skills.

Desirable Skills & Experience

• Experience administering Microsoft 365 services.
• Knowledge of Microsoft Intune device management.
• Experience with SharePoint Online and Microsoft Teams administration.
• Experience using IT service management or ticketing systems such as Zendesk.
• Knowledge of cyber security best practices.

Personal Attributes

• Friendly, approachable and customer focused.
• Reliable and professional.
• Positive attitude with a willingness to learn.
• Strong team player who can also work independently.
• Takes ownership of issues and follows them through to resolution.
• Comfortable working in a fast-paced business environment.