1st​/2nd Line IT Support Technician

Please note
- This role is office based in Ardleigh, Colchester
- Remote working will not be considered.

As part of our resilient and collaborative team, you’ll play a key role in delivering exceptional IT support to our clients. At Mercury Maynard, we believe in making a positive impact and we value the unique skills each individual brings. Even if you’re not an exact match, we encourage you to apply!

As a 1st/2nd Line IT Support Technician, you will provide essential technical support, ensuring smooth operation across various IT systems. You’ll handle first and second line support issues, troubleshoot problems and drive continuous service improvements. This role is based in Ardleigh, Colchester with occasional travel to client sites.

• Provide 1st/2nd line support for IT systems via phone, email and ticketing system.
• Troubleshoot and resolve Windows OS, Active Directory, Group Policy, Entra , Intune, Defender and Microsoft Cloud Services issues.
• Manage mobile devices (Windows & Apple), meeting room equipment and desktop hardware/software installations.
• Monitor customer networks using internal systems, escalating issues to 3rd line support when necessary.
• Administer user accounts and access rights.
• Create and maintain detailed support documentation.
• Support users with Office 365 and other productivity tools.
• Assist in IT infrastructure maintenance to ensure optimal performance, availability and data integrity.
• Participate in team meetings and help improve IT services.
• Assist with IT projects, including system upgrades and migrations.
• Ensure compliance with IT security and data protection policies.
• Support users both in-person and remotely.
• Conduct system audits and maintain accurate documentation of IT assets.
• Provide on-site support to clients when required.

• Proven experience in a 1st Line Helpdesk Technician role. Ideally 2-3 years experience.
• Proficiency in Windows 11, Office 365 and macOS support.
• Familiarity with Active Directory, Microsoft Exchange and networking fundamentals.
• Experience with Power Shell, VBScript and BAT scripting for automation tasks.
• Knowledge of MS SQL queries.
• Proficiency in Mac administration.
• Strong communication skills to effectively engage with clients.
• Excellent troubleshooting abilities and a proactive approach to problem-solving.
• Strong planning organizational and interpersonal skills.
• Ability to prioritize tasks and work independently or as part of a team.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.
• Eligible to work in the UK and able to commute to Ardleigh (CO7 7PL
  ).

At Mercury Maynard, we reward dedication and hard work.

As part of our team, you’ll enjoy:

• Salary starting from £25,000 per year
• Minimum of 20 days holiday, plus bank holidays
• Company events
• Free on-site parking

If you’re passionate about IT, enjoy helping clients and thrive in a dynamic and supportive environment, we’d love to hear from you. Apply today to join a company that values your growth and success!