About This Role
This IT Support Technician role provides first-line technical support for end users, workplace technology, infrastructure, and endpoint devices at client locations. The successful candidate will handle incident resolution, service request fulfilment, workstation deployment, hardware and software troubleshooting, and onsite support, serving as the primary onsite technical resource and collaborating closely with Level 2 and Level 3 support teams on complex issues.
Responsibilities
- Provide onsite deskside support for desktops, laptops, mobile devices, printers, peripherals, and standard business applications
- Diagnose and resolve hardware, software, operating system, and network connectivity issues in Microsoft Windows environments
- Assist users with Microsoft 365 applications, including Outlook, Teams, Word, Excel, and PowerPoint
- Configure and support conferencing technologies and meeting-room equipment
- Manage incidents and service requests through the IT service management platform, prioritising tickets according to SLA requirements
- Document troubleshooting steps, resolutions, and technical findings
- Escalate unresolved issues to Level 2 or specialised support teams
- Provision, image, configure, deploy, replace, and support end-user devices, including workstation setups, moves, adds, and changes
- Maintain hardware inventory and asset records, and coordinate warranty repairs and vendor support activities
- Perform basic troubleshooting of wired and wireless connectivity, VPN access, printers, AV equipment, and server-room equipment as required
- Support local site infrastructure under the direction of engineering teams
- Follow established ITIL and service-management processes, participate in root-cause analysis, and support technology refresh and site initiatives
- Provide clear, timely communication and a positive support experience for technical and non-technical users
Requirements
- Valid driver's licence and access to a car to travel between the locations within the scope of the role
- 3+ years of experience in IT support, help desk, field support, or desktop support
- Experience supporting Windows 10/11, Microsoft 365, Active Directory, hardware, printers, and peripherals
- Familiarity with ITSM or ticketing platforms such as Service Now, Remedy, or an equivalent system
- Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN
- Strong customer-service orientation and excellent verbal and written communication skills
- Analytical and structured troubleshooting approach, with the ability to work independently onsite
- Strong organisation and time-management skills, with the ability to prioritise multiple tasks in a fast-paced environment
