IT Technician

You will work closely with the IT Team, taking ownership of day-to-day technical issues, supporting employees and escalating more complex issues where required., · Provide first-line and appropriate second-line IT support to employees.

· Manage IT support tickets from initial report through to resolution.

· Diagnose and resolve hardware, software, system and connectivity issues.

· Provide support across Microsoft 365, Outlook, Teams, OneDrive, SharePoint and Windows.

· Support user accounts, passwords, permissions and Multi-Factor Authentication.

· Set up laptops, desktops, monitors, headsets and other IT equipment.

· Prepare IT equipment and system access for new starters and support the IT leaver process.

· Maintain accurate IT asset and equipment records.

· Support printers, meeting-room equipment and other workplace technology.

· Help the business maximise the use of its existing IT systems, software and technology, identifying opportunities to make better use of available features and functionality.

· Support the implementation and rollout of new IT processes, systems, software and equipment across the business.

· Escalate more complex technical issues to the IT Manager or external providers.

· Keep employees updated on the progress of their IT requests.

· Support the IT Manager with system changes, IT projects and continuous improvements.

· Follow company IT security, data protection and information-security procedures.

The successful candidate will have at least 1 year’s experience working within an IT support environment, with previous experience managing IT tickets and a good working knowledge of Microsoft 365 and Windows., Essential

· Minimum 1 year’s experience in an IT Support, IT Technician, Service Desk or similar role.

· Previous experience using an IT ticketing/helpdesk system.

· Good working knowledge of Microsoft 365 and Windows.

· Experience troubleshooting hardware, software and user-access issues.

· Experience setting up laptops, desktops and other IT equipment.

· Good communication and customer-service skills.

· Ability to troubleshoot issues independently and know when to escalate.

· Good organisational skills with the ability to prioritise multiple IT requests.

Desirable

· Experience administering Microsoft 365 and SharePoint.

· Basic networking, Wi-Fi and connectivity knowledge.

· Experience with VoIP/cloud telephone systems.

· Relevant IT or Microsoft qualification., We are looking for someone who is proactive, approachable, organised and solutions-focused, with a genuine interest in technology and providing a high standard of support to colleagues.