Drayton Beaumont Services Ltd
IT Support Technician
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Company Description
The Drayton Beaumont Group, is a family-owned mechanical and electrical services company established in 2002. In recent years the business has grown and acquired other local businesses including Therser UK (Thermal Processing Equipment) and JPR (M&E and Fire and Security) and is currently working on amalgamating those businesses onto one site.
This growth would see at least 100 office-based personnel, at one location in Newcastle under Lyme plus a small number of remote regional offices in the Midlands and the North West. In recognition of the importance of providing seamless Information Technology services and support of our team, we are seeking an individual to join the team who can help support our growth.
Job Title
IT Support Technician
Department
Information Technology (IT)
Reports To
Systems Director
Job Purpose
The IT Support Technician is responsible for providing first- and second-line technical support to employees, ensuring the reliable operation of IT systems, hardware, software, and network services. The role involves troubleshooting technical issues, maintaining IT equipment, supporting end users, and contributing to the efficient delivery of IT services across the organisation.
Key Responsibilities
- Provide first- and second-line technical support for desktop, laptop, mobile device, printer, and peripheral issues.
- Install, configure, maintain, and upgrade computer hardware and software.
- Diagnose and resolve hardware, software, operating system, and network connectivity issues.
- Respond to helpdesk tickets and service requests within agreed service level agreements (SLAs).
- Set up and manage user accounts, passwords, permissions, and email accounts.
- Configure and support Microsoft Windows operating systems and Microsoft 365 applications.
- Assist with Active Directory administration, including user management and group policies.
- Support remote users using remote desktop and support tools.
- Install and maintain antivirus, endpoint protection, and security updates.
- Monitor and maintain IT assets, including inventory management and equipment lifecycle.
- Assist with system backups and recovery procedures.
- Document technical procedures, support solutions, and knowledge base articles.
- Escalate complex technical issues to senior staff or third-party vendors where appropriate.
- Assist with onboarding and offboarding employees, including equipment preparation and account provisioning.
- Maintain compliance with company IT policies, cybersecurity standards, and data protection requirements.
- Participate in IT projects, system upgrades, and technology deployments as required.
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Knowledge and Experience
Essential
- Experience in an IT support or helpdesk environment.
- Knowledge of Microsoft Windows operating systems.
- Experience supporting Microsoft 365 applications and services.
- Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
- Experience troubleshooting desktop hardware and software.
- Familiarity with Active Directory and user account administration.
- Experience using IT service management (ITSM) or helpdesk ticketing systems.
- Understanding of cybersecurity best practices.
Desirable
- Experience supporting cloud services such as Microsoft Azure.
- Knowledge of virtualisation technologies.
- Experience with endpoint management tools such as Microsoft Intune.
- Familiarity with backup and disaster recovery solutions.
- Experience supporting VoIP telephone systems.
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Qualifications
Essential
- GCSE (or equivalent) in English and Mathematics.
- Relevant IT qualification (Level 3 or above) or equivalent practical experience.
Desirable
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Microsoft Certified credentials
- ITIL Foundation Certification
Skills
- Excellent troubleshooting and problem-solving skills.
- Strong customer service and communication skills.
- Ability to explain technical concepts to non-technical users.
- Good organisational and time management skills.
- Ability to prioritise workload and manage multiple tasks.
- Strong attention to detail.
- Ability to work independently and collaboratively within a team.
- Good documentation and record-keeping skills.
Personal Attributes
- Customer-focused with a positive and professional attitude.
- Reliable, dependable, and punctual.
- Willingness to learn new technologies.
- Calm under pressure.
- Flexible and adaptable.
- High level of integrity and professionalism.
Working Conditions
This is an Office-based position with occasional travel to other company locations if required. People seeking Hybrid or remote working positions need not apply.
- May require occasional out-of-hours support for maintenance or emergency incidents.
- Ability to lift and move IT equipment where necessary.
Performance Measures
Success in this role will be measured by:
- Helpdesk ticket resolution times.
- Customer satisfaction ratings.
- First-time fix rate.
- System uptime and reliability.
- Accuracy of documentation.
- Compliance with IT policies and security standards.
- Contribution to continuous improvement initiatives.
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