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Department: Business Services & Quality
Location: Bicester, United Kingdom
Description
Reporting to the Business Services and IT Manager, the IT Support Technician provides first line technical support across the business, acting as the first point of contact for IT issues and resolving straightforward requests, escalating any issues to the IT Support Engineer or Business Services and IT Manager as required.
Key Responsibilities
First Line Support
- Act as the first point of contact for IT issues raised by phone, email, and any future ticketing system, and log all requests accurately.
- Triage incoming tickets, resolving straightforward issues directly and escalating complex or unresolved issues to the IT Support Engineer within agreed timescales.
- Carry out first line diagnosis and resolution of common hardware, software, printer, and peripheral faults.
- Reset passwords, unlock accounts, and carry out other routine account administration under established procedures.
- Keep users informed of ticket progress and provide a courteous, professional service at all times.
- Follow documented work instructions and knowledge base articles when resolving issues and flag gaps or inaccuracies to the IT Support Engineer.
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Equipment and Asset Support
- Support the provision of new desktop, laptop, and other IT equipment for new starters and employees changing role, under the direction of the IT Support Engineer.
- Assist with basic setup, imaging, and configuration of standard desktop and laptop builds using established procedures.
- Maintain the stock of IT equipment and consumables, and flag re-ordering needs to the IT Support Engineer.
- Assist with recycling and decommissioning of IT equipment as it becomes obsolete or available.
- Keep asset records up to date as equipment is issued, moved, or retired by working with the finance team.
IT Security and Identity
- Follow established procedures for account creation, changes, and removal, escalating anything outside standard process to the IT Support Engineer.
- Support the IT Support Engineer in keeping identity resources (including Active Directory and Entra ID) accurate and up to date.
- Follow IT security policy and best practice in day-to-day work, and report any suspected security issues promptly.
Service Providers and Suppliers
- Support staff in raising and progressing cases with managed service providers, escalating to the IT Support Engineer where a case is not progressing.
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Other
- Other duties as required
Skills, Knowledge and Expertise
- Proven experience providing IT support in a business environment.
- CompTIA qualification desirable but not essential.
- Basic knowledge of Windows operating systems, computer hardware and software.
- Familiarity with Microsoft 365 applications and user account administration.
- Strong problem-solving skills with the ability to diagnose and resolve non-complex IT issues.
- Excellent customer service, communication and interpersonal skills.
- Ability to follow processes, prioritise workload and maintain accurate records
- Demonstrable interest in IT and a willingness to learn new technologies and develop technical skills.
Benefits
- Discretionary annual profit share bonus
- 27 days annual leave plus bank holidays
- 5% employee and 5% employer contributions through our via our salary sacrifice workplace pension scheme
- Group Income Protection Insurance Scheme
- Private Medical Insurance
- Death In Service Scheme
- Electric Vehicle Scheme
- Smart casual dress code
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