IT 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.