IT Support Technician

Be the first point of contact for IT requests via ServiceDesk Plus, phone and in person.

Log, triage and resolve requests end to end, keeping clear and accurate notes throughout.

Resolve day-to-day issues including account access, password resets, software faults, connectivity, hardware and peripherals.

Support colleagues across Microsoft 365, including Outlook, Teams, SharePoint, OneDrive and the Office apps.

Build and deploy laptops and mobile devices using Intune and Autopilot.

Complete onboarding and offboarding tasks in line with our Joiners, Movers and Leavers process.

Support colleagues at every level, from new starters through to the senior leadership team.

Escalate issues you can't resolve to the wider IT Operations team, with a clear handover.

Keep users informed at every stage with friendly, professional written and verbal updates.

Help maintain the IT asset register and manage hardware warranty claims.

Around 2 to 3 years' experience in an IT support or service desk role.

Good knowledge of Windows administration and troubleshooting.

Experience supporting Microsoft 365 and the Office suite.

Hands-on experience with Microsoft Intune and Entra ID, and an understanding of how a hybrid Microsoft environment works.

Solid hardware knowledge, including laptops, mobile devices, docking stations and connectivity standards such as USB-C and DisplayPort.

Basic networking knowledge, such as IP addressing, DHCP and DNS.

Strong problem-solving skills and a logical approach to finding the root cause of an issue.

Excellent written communication, including the ability to respond calmly and professionally to frustrated users.

Confidence talking to people at all levels of the business.

Experience in a corporate or financial services environment.

Basic understanding of Microsoft Defender for Endpoint.

Experience with Autopilot and the device lifecycle.

Familiarity with ServiceDesk Plus or a similar ticketing system.

Microsoft certifications such as MS-900 or MD-102, or CompTIA A+.

You enjoy helping people and understand that how you communicate matters as much as the fix itself.

You're curious and keen to learn, you take feedback on board, and you're happy to say "I don't know, let me find out" rather than guess.

You're a genuine team player who gets involved, shares what you learn, and takes pride in the team's success.