HBSUK
IT Support Technician
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IT Support Technician
Please note, this is a hybrid role. Our office is based in Mansfield, Nottingham
At Healthcare Business Solutions, we offer and provide numerous healthcare-based solutions to a variety of clientele. Whether it be patients, clinicians, or corporate businesses, we are always innovative. We consistently provide tomorrow’s solutions, today.
This role is responsible for delivering reliable, secure, and customer-focused IT support across the organisation. The successful candidate will support users, maintain critical systems and infrastructure, ensure compliance with security standards, and contribute to the continuous improvement of IT services and business technologies. The role is responsible for diagnosing and resolving hardware, software, account, connectivity, and peripheral issues, helping users work securely and effectively.
The successful applicant will manage incidents and service requests from initial contact through to resolution, escalating complex issues when appropriate to the IT Support Lead/ IT Manager. They will also support the deployment, maintenance, and accurate recording of end-user devices and contribute to clear technical guidance and knowledge articles.
The role requires a practical troubleshooting mindset, strong communication skills, attention to detail, and a commitment to information security, data protection, and continuous improvement.
You will be reporting to the IT Support Lead.
Essential Criteria
Education
- GCSEs, or equivalent, including English and Mathematics.
- Relevant Level 3 IT qualification, apprenticeship, or equivalent practical knowledge.
Experience
- Experience providing customer-focused IT support in a workplace, placement, apprenticeship, or similar environment.
- Experience diagnosing hardware, software, account, printer, and connectivity issues.
- Experience recording and updating incidents or requests in a service-management or ticketing system.
- Experience with device deployment, asset management, or joiner, mover, and leaver processes.
Knowledge and Skills
- Working knowledge of desktop and laptop hardware, Windows operating systems, common productivity applications, and peripherals.
- Logical troubleshooting and problem-solving skills, with the ability to gather relevant information and identify root causes.
- Clear written and verbal communication, including the ability to explain technical information to non-technical users.
- Awareness of cyber security, data protection, access control, and safe handling of confidential information.
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Other
- Working knowledge of desktop and laptop hardware, Windows operating systems, common productivity applications, and peripherals.
- Logical troubleshooting and problem-solving skills, with the ability to gather relevant information and identify root causes.
- Clear written and verbal communication, including the ability to explain technical information to non-technical users.
- Awareness of cyber security, data protection, access control, and safe handling of confidential information.
- Strong customer-service approach, with patience, professionalism, and personal accountability.
- Ability to organise competing priorities, meet deadlines, and work independently while contributing to a team.
- Willingness to learn, follow documented procedures, and adapt to changing technology and business needs.
- Ability to work on site and safely handle or move IT equipment where required.
Desirable
Education
- CompTIA A+, Microsoft, ITIL Foundation, or another relevant industry certification.
Experience
- Experience supporting Microsoft 365, Windows devices, mobile devices, or meeting-room technology.
- Experience supporting telephony systems
Knowledge and Skills
- Knowledge of Microsoft Entra ID, Intune, Active Directory, Group Policy, PowerShell, or endpoint security tools.
- Familiarity with IT service-management principles, remote-support tools, virtualisation, or cloud services.
- Knowledge of Apple laptop device hardware.
- Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN connectivity.
Other
- Full UK driving licence or ability to travel between business locations where required.
- Previous experience in a regulated, healthcare, or security-conscious environment.
Main Responsibilities
User Support and Service Delivery
- Act as a first point of contact for IT incidents and service requests received channelling them through the service desk, or in person.
- Diagnose and resolve common hardware, software, account, printing, and connectivity issues within agreed service levels.
- Keep users informed of progress, explain solutions in clear language, and confirm successful resolution before closing tickets.
- Prioritise work according to business impact and urgency, escalating complex or high-risk issues to the appropriate colleague or supplier.
Devices, Applications and Access
- Build, configure, deploy, maintain, and securely retire desktops, laptops, mobile devices, monitors, printers, and peripherals.
- Install, configure, update, and support approved operating systems and business applications.
- Support user accounts, access permissions, passwords, multi-factor authentication, email, and collaboration tools in line with authorised processes.
- Maintain accurate asset, licence, configuration, and support records throughout the equipment lifecycle.
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Infrastructure, Security and Continuity
- Assist with the monitoring and routine maintenance of local networks, Wi-Fi, meeting-room technology, cabling, and cloud-based services.
- Follow backup, recovery, change, data protection, and information security procedures.
- Support starters, movers, and leavers by preparing equipment and completing approved access changes on time.
- Administer and monitor cloud services and data storage.
- Maintain records for user-related services.
- Support compliance and security requirements through appropriate access management controls.
Documentation and Improvement
- Create and maintain user guides, troubleshooting notes, and knowledge-based articles for recurring issues.
- Identify recurring faults and service trends, contributing practical recommendations that improve reliability and user experience.
- Assist with technology rollouts, upgrades, audits, stock checks, and other IT projects as required.
- Maintain professional knowledge through training, self-directed learning, and awareness of emerging technologies and support practices.
- Provide regular updates to the IT Support Team Lead on support trends, major incidents, and ongoing issues.
Our Commitment to You
We are dedicated to promoting equality of opportunity for all employees and job applicants. In line with the Equality Act 2010, we strive to create and maintain a working environment in which everyone is able to make the best use of their skills, free from discrimination or harassment, and in which all choices are based on merit. No person is subjected to any less favourable treatment on any discriminatory grounds on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy and maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.
If this opportunity is something which appeals to you, get in touch today, so we can ensure you have the best experience throughout your search.
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