Techex
IT Support Technician
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IT Support Technician
Reporting to: Head of Operations, with dotted line for IT strategy and direction and technical approval into CPTO. Location: Bracknell: Onsite.
About the role
We're looking for a hands-on IT Support Technician to be the first point of contact for technology issues across our business providing hands on, front line practical support. You'll be the person people come to when something's not working, sitting with the team, knowing our systems, and keeping everyone up and running day to day.
You'll work alongside our managed service partner who handles infrastructure, security, and escalations, and who will help support your development through training and access to documentation. This is a great opportunity for someone looking to build a long-term career in IT, with a clear path to grow within the business as your skills develop.
What you'll be doing
Day-to-day user support
- Be the on-site first point of contact for all desktop, laptop, and hardware issues raised by staff
- Troubleshoot Wi-Fi, VPN, and connectivity problems
- Support our users with setup and troubleshooting of video conferencing and presentation systems
- Support users with day-to-day application queries and issues
- Managed internal support requests, triage, respond, own to resolution incoming IT support requests
- Escalate and work with our MSP partner when necessary with clear context, to resolve issues
User and device management
- Set up and configure laptops, mobile devices, and peripherals for new starters
- Deploy devices using a maintained golden image: typically 30 minutes per laptop
- Procure hardware and manage the relationship with hardware suppliers
- Create and disable user accounts (joiners and leavers)
- Manage access permissions, desktop setup, and profile issues
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Maintain and manage a fleet of approximately 80-100 laptops across the business
- Create and maintain the golden image and keep the golden image up to date as software requirements change
- Provide internal support and training on IT security and best practice
- Coordinate procurement and deployment of new devices on an ongoing basis
- Keep our meeting rooms looking fit for customer presentation, fully functioning - cabled, AV conferencing systems working, checked each day and logged, issues remediated.
- Tidy cable runs and functional cables used, or faulty ones replaced throughout the office
- Maintain functional state and administer office printers, ensuring operation, ink/toner
- Ensure there are no failed screens or office peripherals, replace or fix damaged or failed equipment
- Maintaining and keeping lab and office cabling tidy and presentable at all times
- Organising, documenting and maintaining lab and office technical equipment storage in the storeroom, cupboards and drawers
- Techex lab equipment racking, cabling, management and equipment prep and troubleshooting
- Device flashing and firmware application on devices
- Deliver technical onboarding to new starters
- Deliver regular training on our IT policies and processes
- Feed back into, update documentation, and help improve and maintain our IT policies and processes
- Create, and maintain an IT knowledgebase and systems documentation for our users
- Physical server and lab equipment installation and organisation.
- Work with third party IT providers on 2nd and 3rd line escalations
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What we're looking for
- Proven experience in a 1st line IT support or IT admin role
- Comfortable with Windows desktop environments and Microsoft 365
- Experience setting up and troubleshooting laptops, mobiles, and peripherals
- Able to manage user accounts (Active Directory / Entra ID)
- Able to set up, administer and troubleshoot outlook mailboxes and MS Exchange
- Confident communicator; you’ll be the face of IT for colleagues across the business
- Self-motivated and comfortable managing a support queue independently
- Happy to do the practical, hands-on work: setting up computers, running cables, maintaining AV/conferencing systems, swapping hardware
Nice to have
- Experience working alongside an MSP or escalation partner
- Familiarity with device imaging and deployment
- Basic networking knowledge (Wi-Fi, DNS, DHCP, network troubleshooting)
- Linux admin skills
Salary
Competitive base salary and comprehensive benefits package.
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