IT Support Technician

Job Title:

IT Support Technician

Reports To:

Head of IT

Site:
Great Yarmouth

Based at our Great Yarmouth facility, the role provides on-site and remote IT support across all company locations.

Responsibilities include endpoint and application support, user administration and local infrastructure support, with guidance from other team members where appropriate.

The successful applicant will be an excellent communicator, able to investigate and resolve issues independently and
** escalate
* * complex incidents when required.

• Provide IT support and system administration across Windows Server Active Directory, Microsoft Entra , Microsoft 365, Exchange Online, SharePoint Online and Microsoft Teams.
• Carry out user onboarding, role changes and offboarding, including account creation, access assignment, device preparation, licence allocation and employee IT inductions.
• Build, configure, deploy and support Windows endpoints using approved standard configurations and endpoint-management tools.
• Diagnose hardware, operating-system, application and peripheral issues, maintaining accurate asset and configuration records throughout the device lifecycle.
• Monitor and maintain local network infrastructure, including switches, wireless access points, firewalls, internet connectivity, structured cabling and meeting-room technology.
• Diagnose faults, document changes and elevate incidents to internal specialists or service providers where required.
• Install, configure and support approved software.
• Monitor device and application compliance, investigate identified vulnerabilities, deploy security updates and patches within agreed timescales, and elevate exceptions or remediation risks through the appropriate process.
• Speaking to 3rd party support companies as required to efficiently resolve issues.

• User account Administration - mainly using Active Directory/ Azure Active Directory.
• Working alongside remote team members to provide remote support/ cover where needed
• Manage assigned incidents, service requests and tasks through the IT service-management system.
• Record accurate diagnostic information, prioritise work by impact and urgency, communicate progress to users, meet agreed service levels and maintain knowledge articles for recurring issues.
• Monitor scheduled backup jobs, investigate failures and coordinate remediation.
• Support authorised data-restoration requests, record recovery activity and handle backed-up information in accordance with company security, confidentiality and data-handling requirements.
• Follow company IT, information-security and data-protection policies and procedures.
• Maintain accurate operational documentation and contribute practical updates when systems, risks or working practices change.

• Must possess at least 3 years’ experience maintaining a corporate technical infrastructure, prior support experience at all levels.
• A relevant computing qualification, apprenticeship or equivalent practical experience is desirable.
• Current role-based Microsoft certifications in endpoint administration, Microsoft 365, Azure, identity or security would be advantageous.
• Good diagnostics and problem-solving skills.
• Remote support.
• Practical experience administering and supporting Microsoft 365 services is essential, including user and licence administration, Exchange Online, SharePoint Online and Microsoft Teams.
• Experience supporting Microsoft cloud and hybrid services is desirable, including identity, access, virtual infrastructure, monitoring and secure connectivity.
• Experience with Microsoft Intune and Microsoft Defender is desirable, including device enrolment, compliance policies, application deployment, endpoint security controls and…