Information Technology Support Technician

You will be part of a collaborative IT team responsible for maintaining and supporting the organisation’s IT, IS, and telecoms systems. Your day-to-day responsibilities will include providing first-line technical support to approximately 200 users, resolving issues efficiently, maintaining IT systems, and assisting with hardware/software installations and IT projects.

• Provide first-line technical support for hardware, software, and peripheral devices
• Log and manage support requests, keeping users updated on progress and outcomes
• Troubleshoot and resolve issues within established SLAs
• Escalate complex issues appropriately while ensuring continuity of service
• Support account management and ensure adherence to security protocols
• Conduct daily system health checks and address any identified issues
• Assist with installation, setup, and maintenance of IT equipment
• Ensure meeting room IT systems are fully operational
• Monitor and manage inventory of IT peripherals
• Participate in team projects and contribute to process improvements
• Adhere to internal IT policies and procedures

• Previous experience in an IT support/helpdesk role
• Windows 10, Office 365 (including Teams), Outlook 365
• Understanding of networking fundamentals (TCP/IP, DNS, Active Directory)
• Familiarity with Exchange 365 and Azure AD
• PC/laptop hardware support and build processes
• Basic AD tasks (e.g. user creation, group management)
• Experience using remote and on-premises support tools
• Strong understanding of ITIL principles and service desk processes