IT support Technician

IT Support Engineer

Role Overview

• Provide user support via the service desk both remotely and in person.
• Issue, repair, and arrange the return of IT equipment.
• Maintain and support IT systems including Active Directory, Microsoft 365, and related platforms.
• Monitor and test backups.
• Manage IT onboarding for starters and offboarding for leavers across equipment and applications.

Responsibilities

Ticketing System

• Resolve tickets within agreed SLAs.
• Manage and prioritise the ticket queue.
• Triage and escalate tickets to the appropriate IT resource.

Equipment

• Issue IT equipment to new starters and arrange returns from leavers, updating tracking systems.
• Build, configure, and arrange repair of IT equipment, including liaising with third-party vendors.
• Maintain accurate stock levels and listings.

Maintaining IT Landscape

• Update Active Directory for starters, leavers, and changes.
• Ensure M365 licensing and mail setup are correct and functioning.
• Maintain tracking and asset management software.

Compliance

• Demonstrate a strong awareness of and commitment to ethics, compliance, and relevant codes of conduct.

Time Allocation

• Equipment: 15%
• Ticketing system: 70%
• IT landscape maintenance: 15%

Skills Required

Background / Experience

• Proven track record in troubleshooting and delivering excellent IT service to stakeholders.

Technical Skills

• Strong problem-solving skills with ability to identify root causes and implement solutions.
• Clear communication skills with both technical and non-technical users.
• Good knowledge of Active Directory and software deployment.
• Strong understanding of PC hardware and fault diagnosis.
• Experience resolving issues with laptops, PCs, printers, scanners, switches, web, and browsers.

Competencies

• Results-driven.
• Optimises work processes.
• Manages ambiguity effectively.
• Collaborative team player.
• Strong customer focus.
• Committed to self-development.

Mindset & Behaviour

• Highly organised with effective time management skills.
• Positive, proactive, and professional.
• Passion for continuous personal development.
• Calm under pressure and within tight timeframes.

Reporting Lines / Interfaces

• Reporting to: IT Team Leader (or equivalent).
• Direct reports: None.
• Interfaces: All business departments.

Location

• Based at a UK office location.
• Travel as required.

Accountability Metrics

• Respond to tickets within SLA.
• Manage queue effectively.
• Achieve milestones as per IT objectives plan.

Values & Behaviours

• Customer centric.
• Do the right thing.
• Every voice heard.
• Strive for simplicity, improvement, and efficiency.
• Test, learn, and adapt.
• Take ownership.

*Rates depend on experience and client requirements