IT Support and Field Technician

Location: Swinderby, Lincolnshire
Salary:35
-37k
Hours: 40 Hours Per Week (Minimum 4 days a week on site)

At Kisimul we’re dedicated to helping the people we support expand their life skills, abilities and experiences as part of our therapeutic community and meaningful life model. Our ethos is to put individual needs, values, aspirations and outcomes at the centre of everything we do providing holistic care and lifelong learning in a nurturing, supportive environment that encourages personal growth and development.

We are looking for an experienced IT Support Technician to join our IT team, providing 1st/2nd line support across the Kisimul Group. Acting as a key link between IT and operational teams, you will support users across multiple sites, resolving hardware, software, Microsoft 365, networking, and device management issues while helping to maintain a secure and reliable IT environment.

This role would suit an experienced 2nd Line Support Engineer, IT Support Technician, or Field Engineer who is comfortable managing Microsoft 365, Intune-managed devices, networking, and end-user support with minimal supervision. The successful candidate will be expected to quickly become a trusted technical resource across our sites and deliver a high-quality user experience.

• Manage incidents and service requests through to resolution, ensuring agreed service levels are met.
• Deliver excellent customer service through clear communication and timely updates, including occasional out-of-hours support.
• Accurately log, update, and maintain tickets within the Helpdesk system.
• Diagnose and resolve hardware, software, Microsoft 365, endpoint, and network issues, escalating where necessary.
• Administer user accounts, access rights, licensing, and group memberships in line with security policies and best practices.
• Support and administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, user onboarding/offboarding, licensing, and group management.
• Deploy, configure, and support Windows devices using Microsoft Intune, Entra , and Windows Autopilot, ensuring compliance with organisational security standards.
• Maintain accurate IT asset records, system documentation, and support materials.
• Support the implementation of IT changes, upgrades, and system improvements.
• Contribute to knowledge sharing and continuous service improvement initiatives.
• Plan, coordinate, and carry out site visits and on-site support activities.
• Support office relocations, equipment moves, and new site openings, ensuring IT services are operational and available.
• Conduct site surveys and assess technology requirements for new and existing locations.
• Install and maintain network infrastructure, including switches, wireless access points, patch panels, and structured cabling.
• Implement VLANs and structured configurations from documented designs.
• Liaise with third-party suppliers, engineers, and telecommunications providers during onsite visits and project activities.

• 3–5 years’ experience in an IT Support, 2nd Line Support, or Field Engineer role, supporting users across multiple locations.
• Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve hardware, software, Microsoft 365, and networking issues.
• Experience working within a structured ticketing environment and managing workloads against defined service levels.
• Strong customer service and communication skills, with the ability to build relationships and explain technical issues clearly to non-technical users.
• Strong understanding of PC and laptop hardware, printers, peripherals, mobile devices, and end-user technologies.
• Good knowledge of user identity and access management, including account administration, permissions management, and security best practices.
• Solid understanding of networking technologies including TCP/IP, DNS, DHCP, LAN, WAN, Wi-Fi, switching, firewalls, and connectivity troubleshooting.
• Solid understanding of connectivity technologies including FTTP, FTTC, leased lines, Starlink and WAN connectivity troubleshooting.
• Experience participating in IT infrastructure, office relocation,…