Information Technology Support Technician

The Position

We are looking to recruit an IT Support Technician to provide a combination of first & second line helpdesk support, assisting with hardware and software problems via phone, email and in person for all HGF offices restoring service to the customer as quickly as possible. Provide informal 1-2-1 training to support users in using their equipment more effectively and where possible improve their knowledge and to provide self-support resolution wherever possible.

HGF tries not to buy propriety software packages, preferring to create tailored systems in-house and because of this the IT team has direct access to business users when developing solutions. HGF’s main solution ‘Insite/Tempesta’ is used by 98% of the people in the business, this is a totally bespoke and multi-functional system relied on by the business and is written by the team.

To ensure its effectiveness and efficiency, it requires constant updating. In addition to ongoing development tasks, there is a long road map of further development required by the business.

• To provide 1st line technical support across all key applications, networks and desktops/laptops; answering support queries via phone, email, ticket system and in person
• To support users remotely and have the ability of making the user feel at ease and confident that their problem will be fixed
• To maintain a high degree of customer service for all support queries and adhere to all service management principles which require you to log and prioritise work tasks ensuring that each query is dealt with fairly and promptly
• To take ownership of user problems and be pro‑active when dealing with user issues
• Respond to enquiries from users and help them resolve any hardware or software problems
• Support users in the use of computer equipment by providing necessary training and advice
• Escalate more complex calls that you are not able to deal with to the relevant IT team member, clearly identifying any documenting your troubleshooting steps, IT risks and proposed solution if applicable.
• Provide support to various software and services, including the internal HGF suite (Tempesta, eFiles and OCIS) and Microsoft suite of services
• Carry out daily systems checks, such as back up checks, ensuring scripts are run, checking MDM Policies are applied etc and reporting any issues to the IT Infrastructure and Operations Manager when necessary.
• Support of the IT environment, including end‑user devices (laptops and iPhones), software and services, and contributing to proactive system improvement initiatives
• Monitor antivirus portal and resolve issues
• Full workstation desk setups and potential off site visits (within the UK and Europe)

You will have experience working in a busy IT Service Desk or 1st Line Support environment, with a passion for delivering excellent customer service and resolving technical issues efficiently. Confident supporting users both remotely and in person, you are able to quickly diagnose problems, communicate clearly with non‑technical colleagues, and take ownership of issues through to resolution.

You will have hands‑on experience supporting Microsoft 365 technologies, including Entra , Exchange, Teams, Intune, and Active Directory, alongside a strong understanding of Windows 11 environments, PC hardware, and common networking technologies. Comfortable working with ticketing systems and service level agreements, you have a methodical approach to troubleshooting, documenting your work, and escalating issues where appropriate.

Most importantly, you are proactive, approachable, and eager to learn. You enjoy helping others get the most from technology, building positive relationships across the business, and contributing to a collaborative…