Innov8 Technology
IT Support Technician (Level 2)
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Job role: Level 2 Technical Support
Location: Coalville LE67 3JB (office based primarily)
Hours: Full time - 37.5hrs a week, Monday – Friday
Salary: Competitive salary
About the Role
As an IT Service Desk Technician, you will be responsible for accepting, logging, and responding to IT support requests from across the group. You will be responsible for initial incident triage and troubleshooting before either resolving the issue or escalating to the relevant team. A proactive approach to customer service and support is necessary to succeed in this role.
Job Responsibilities
- Provide high-quality IT support to the group.
- Categorise and record IT issues.
- Communicate with end users professionally to triage and troubleshoot customer issues as they arise.
- Maintain core business systems, working closely with the wider team.
- Adhere to strict SLAs provided by the Service Desk Manager.
- Support problem identification and resolution.
- Participate in active AV monitoring and support IT security response to any issues.
- Configure equipment for business purposes, including PCs, laptops, mobile devices, and tablets.
- Any other duties deemed necessary for the successful running of the IT support services.
Experience/Background
- 3 + years in a similar role.
- Demonstrable experience dealing with difficult stakeholders and managing stakeholder expectations.
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You’ll be set up for success if you have
- Excellent customer service skills - with a Customer-First attitude.
- Experience within a customer service/technical support role.
- Able to collate and interpret data from various sources.
- Able to assess faults, prioritise, respond, and escalate accordingly.
Even Better If You Have
- Proven track record within an IT, or MSP support environment.
- Previous experience in monitoring tools and remote access tools (NinjaRMM)
- Microsoft 365, SharePoint, Intune, Azure
- Strong network or unified communications diagnostic skills.
- Experience of supporting Firewall technologies
- Basic understanding of Network Monitoring Concepts and management tools.
Skills and Attributes
- Ability to fact find through open questioning to identify customer needs.
- Ability to communicate at all levels and demonstrate good business knowledge to build relationships with customers and technicians to offer solutions and products.
- Good listening skills.
- To follow through on all actions promised to the customers – recording all correspondence.
- Ability to think on your feet and come up with solutions to resolve queries and complaints quickly before the need to escalate further.
- Lead by example, motivating others in the team. Collaborative and embracing the Innov8 culture.
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Why Join Innov8?
Innov8 is a provider of Sage solutions and IT infrastructure for businesses, across the UK & Ireland. At Innov8, we pride ourselves on being a forward-thinking, dynamic company where ambition is rewarded, and career development is supported:
- 33 days holiday (inclusive of Bank Holidays) + your birthday off
- Private healthcare, dental, and wellbeing services
- Friday Breakfast Club – if you’re in the office on a Friday, breakfast is on us!
- ‘Loyalty Inncentive Reward Scheme’ – we reward loyalty with access to discounts on everything from holidays to tech, as well as long-service awards
- Monthly colleague recognition scheme – rewarding our people who deliver our ‘Get Further Faster’ mission each month.
- Incredible socials – Christmas 2025 we went to Budapest!
Ready to Join Us?
If you're ready to take your career to the next level and become part of a team that's all about innovation, excellence, and fun, then we want to hear from you! Attention job seekers: No recruiters were harmed in the making of this job ad. In fact, we kindly ask that recruitment agencies take a breather on this one. We're on the lookout for direct applications from awesome individuals like yourself.
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