Technical Support Officer

Role Profile

Job Title:

Technical Support Officer

Location:

Aylesbury

Salary: £28,000 - £30,000 per annum

Contract Type:
Permanent, Full-time

Hours:

5 days per week (37.5 hours), including weekend working on a rotational basis as part of our seven‑day cover. Time off in lieu is provided for all weekend shifts.

The Role:

Stately house and gardens set in the Buckinghamshire countryside just outside Aylesbury owned by the National Trust. The estate also includes a working aviary, wine cellars, shops, restaurants, and a woodland playground. Staff and volunteers help deliver special exhibitions, host educational visits, hold wine tastings, lead guided walks and talks, and run events throughout the year, including a magical Christmas season.

Private events such as parties, meetings, and weddings.

The Technical Support Officer will deliver first- and second-line support across all business areas, including Estate & Farms, The role will work closely with third-party IT provider(s) to maintain the smooth operation of IT environment, acting as a key liaison between external partners and internal teams to ensure support requests are resolved effectively and within agreed SLAs and timescales.

You will have excellent people skills and the ability to support the evolving needs of the organisation, ensuring that systems and software continue to reflect the technological advancements required for The Estate to remain a premier visitor attraction.

Main Responsibilities:

· Provide first line support for day today IT issues for all staff via telephone, email, web portal, or walk-ins. This includes password resets, remote access issues, hardware and software faults, and support for ePOS tills and PDQ machines.

Carry out initial call triage within one hour of an issue being raised, escalating any calls that cannot be resolved at first line to an appropriate technician and/or third-party provider.

Manage and maintain all service desk tickets, ensuring calls are logged, prioritised, assigned, and updated through to resolution.

Liaise with users, department heads, and third-party providers to ensure issues are resolved promptly and in line with agreed Service Level Agreements.

Use knowledgebase articles and system documentation to resolve first line issues, ensuring all documentation is kept up to date and creating new articles where required.

Create new user accounts in Active Directory and Microsoft 365, assigning security groups and application permissions as required.

Support wider Microsoft 365 administration, including Azure AD, Exchange Online, Intune, Microsoft Defender, SharePoint and Teams, maintaining user access, security policies, and device management configurations

Support senior technical team members by maintaining and updating internal IT documentation covering software, policies, procedures, and guidance.

Manage and maintain the asset register for all hardware across the Estate using the service desk system.

Set up and configure new hardware, including (but not limited to) PCs, laptops, docking stations, printers, tablets, mobile phones, monitors, telephones, PDQ machines, and ePOS tills.

Diagnose faults on network ports and cabling using appropriate diagnostic tools.

Assist senior team members with network management tasks as required.

Provide IT support for events, including occasional evening work during the Waddesdon Christmas season.

Undertake any other duties reasonably required from time to time.

Experience and Qualifications:

Essential:

· Knowledge and experience of Windows 11, Active Directory, and Microsoft 365 products (including applications and administration portals).

· Understanding of core infrastructure technologies such as DNS, DHCP, and basic networking principles.

· Understanding of IT security best practice and data protection principles.
· Minimum one year’s experience in desktop and application support within a multi‑site or service‑desk environment.

· Good working knowledge of computer hardware components and peripheral devices.

· Strong analytical abilities and a creative, methodical approach to problem‑solving, with the ability to prioritise workload effectively.

· Proven track record of delivering…