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IT Support Technician
About the Role
The IT Support Technician is responsible for providing first- and second-line technical support to end users across the organisation. This role ensures the smooth operation of IT systems, resolves technical issues efficiently, and supports infrastructure, security, and compliance standards.
Principal Accountabilities
- Provide first- and second-line technical support for hardware and software systems to resolve technical problems promptly
- Perform diagnostic tests, repairs, or replacements for software and hardware, recommending alternatives where necessary
- Install, maintain, and support desktop, laptop, network hardware and software systems to ensure robust IT facilities
- Manage and monitor helpdesk calls and logs, ensuring resolution complies with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Maintain IT equipment inventory to meet compliance and audit requirements
- Ensure software and processes adhere to compliance standards and are properly documented
- Maintain IT hardware and operating systems to industry standards
- Train end users on internal IT systems
- Create IT documentation to build and enhance the company’s knowledge base
- Adhere to Company Quality Standards, GDCP (Good Documentation Practices), and GMP (Good Manufacturing Practice)
- Follow employee handbook policies, standards of behaviour, and procedural compliance
- Perform other essential duties as requested
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Requirements
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Education / Qualifications
- At least a good standard of general education (GCSE level or equivalent)
Behaviours, Skills & Experience
- Minimum of one year’s experience in IT support within a user-oriented environment
- Strong written and spoken English communication skills
- Excellent teamwork and interpersonal abilities
- Customer-focused with accountability and high ethical integrity
- Ability to multitask and prioritise effectively
- Strict confidentiality adherence in all handled information
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