Job Description

Olleco is seeking a highly skilled, customer-friendly, enthusiastic Regional IT Support Technician for the Liverpool and Olleco depots across the North. The role provides dependable first-line support for users, devices, printers, and business applications, while taking greater regional ownership than a standard Level 1 position. The postholder will diagnose issues methodically, resolve within capability, gather clear evidence, and coordinate effectively with remotely based Level 2, Level 3, Microsoft 365, Azure, and infrastructure specialists at Head Office.

Success requires a self-starting, service-led technician who can work independently across multiple locations, communicate professionally with users and managers, and recognize when an issue requires escalation. The role does not replace specialist infrastructure support; it strengthens local response, evidence gathering, hands-on remediation, and continuity between regional sites and Head Office.

This role is primarily based at the Liverpool site, with planned and responsive travel to northern depots.

Responsibilities

• Provide professional technical support by telephone, email, remote control, and face-to-face at Liverpool and the northern depot network.
• Act as the principal on-site IT contact for the region, balancing user support, planned site visits, equipment work, and incident response.
• Support and troubleshoot laptops, desktops, printers, peripherals, Windows, standard productivity software, and approved business applications.
• Perform application installation, configuration, access checks, routine administration, and user guidance in line with approved procedures and change controls.
• Build, configure, deploy, move, and replace standard user equipment, maintaining accurate asset, stock, and configuration records.
• Diagnose Wi-Fi and Ethernet connectivity issues using structured tests, including the endpoint, cabling, wall port, patching, and connectivity path, without making unauthorized infrastructure changes.
• Undertake device-level and block-level fault finding to isolate whether an issue sits with the user device, peripheral, local network path, application, server/service, or another dependency.
• Capture suitable evidence such as error messages, screenshots, event details, port or device identifiers, timestamps, affected scope, and results of tests.
• Provide hands-on local assistance to remote Level 2 and Level 3 engineers, including checking equipment, tracing connections, gathering logs, confirming indicators, and carrying out authorized actions.
• Support routine operational checks for local virtualization and backup platforms where trained and authorized and escalate alerts or exceptions promptly.
• Maintain clear ticket ownership, prioritization, notes, user updates, next actions, and closure evidence in line with agreed service standards.
• Create and maintain knowledge articles, site notes, equipment records, and practical support guidance for recurring regional tasks.
• Identify repeat incidents, ageing equipment, poor connectivity, environmental risks, and recurring application problems, escalating them for root-cause review.
• Follow all cyber security, health and safety, confidentiality, access control, change management, and data protection requirements.