IT Support Technician

The IT Support Technician will be providing in-person and remote technical assistance from our office in Kidlington, troubleshooting common issues, and ensuring excellent customer satisfaction. The role requires strong technical aptitude, disciplined ticket management, and the ability to escalate issues appropriately. Whilst the role is based from our office, there is a need to visit clients across Oxfordshire and surrounding areas., * Provide support via phone, email, and remote tools

• Support business and residential customers in person across Oxfordshire and surrounding areas
• Log and prioritise tickets accurately within the service desk system
• Troubleshoot and resolve common issues relating to: - Windows OS / MacOS, Microsoft 365, Basic networking (DNS, DHCP, Wi-Fi), Printers and peripherals
• Escalate unresolved issues
• Deliver a high-quality customer experience aligned to SLAs
• Support new user setups, onboarding tasks, and routine maintenance
• Contribute to documentation and internal knowledgebaseCore Competency Requirements (Technical & Behavioural)

• Strong troubleshooting capability across Windows, macOS, and Microsoft 365
• Understanding of networking fundamentals including DNS, DHCP, routing basics, and Wi-Fi diagnostics
• Ability to perform hardware checks, device rebuilds, and basic hardware repairs
• Familiarity with ticketing systems, RMM tools, and remote support platforms
• Ability to communicate technical concepts clearly and concisely

Customer & Service Skills

• Strong customer service mindset with the ability to remain patient and calm under pressure
• Clear, confident communication with both technical and non-technical users
• High attention to detail in ticket handling and process compliance
• Ownership mentality: driven to see issues through to resolution
• Reliable, professional, and capable of managing competing priorities

Essential Skills & Experience

• Minimum 1 year experience in an IT support role
• Sound working knowledge of Windows 10/11 and Microsoft 365
• Understanding of basic networking principles
• Strong communication and customer service skills
• Ability to work efficiently in a fast-paced MSP environment
• Must be 21 or older (insurance requirement)
• Valid clean UK driving license

Desirable Skills

• Experience working within an MSP environment
• Familiarity with RMM tools and ticketing platforms
• Understanding of Azure AD, Intune, or cloud technologies
• Cyber security knowledge or experience with security tooling
• Mobile phone repair experience
• Board-level hardware diagnostics and repair capabilities, * Technical support: 1 year (required)

Language:

• Fluent English (required)

Licence/Certification:

• clean UK Driving License and over the age of 21 (required)

Oxford IT Solutions is an award-winning IT Support Provider supporting businesses and individuals across Oxfordshire. Since 2010, we’ve delivered reliable, relationship-focused IT support to over 1400 clients. We’re now looking for a proactive and customer-focused IT Technician to join our growing support team.