IT Technician / IT User Support Technician

• Respond to IT support requests by phone, email, helpdesk system or in person.
• Diagnose and resolve common hardware, software, operating system and connectivity issues.
• Set up, configure and maintain desktop computers, laptops, printers, mobile devices and related equipment.
• Install and update approved software, operating systems and security patches.
• Assist with user accounts, passwords, access permissions and basic Microsoft 365 or similar business applications.
• Troubleshoot network, Wi-Fi, VPN and peripheral-device problems, escalating complex faults when required.
• Record support requests, troubleshooting steps and resolutions accurately in the ticketing system or IT records.
• Help maintain data security, backups and IT procedures in line with company policies.
• Provide clear guidance to users and help them use technology safely and effectively.
• Monitor equipment, report recurring issues and support routine IT maintenance.

• Good problem-solving and troubleshooting skills.
• Clear communication and a helpful, customer-focused approach.
• Basic knowledge of Windows computers, common business software and computer hardware.
• Ability to prioritise requests, manage time and keep accurate records.
• Willingness to learn, follow procedures and escalate issues appropriately.

Desirable

• Previous experience in an IT support, helpdesk or technical support role.
• Knowledge of Microsoft 365, user account administration, networking or remote-support tools.
• A relevant IT qualification or recognised technical certification., from candidates who can demonstrate practical troubleshooting ability and a commitment to helpful, reliable IT support.