IT Support Technician

Role overview

Responsibilities

• Provide deskside and remote IT support and manage incidents and requests through the service desk ticketing solution.
• Follow service processes, SLAs, KPIs, and escalation procedures, including escalation to infrastructure, application, and third-party resolver groups.
• Perform daily, weekly, and monthly system checks; troubleshoot network connectivity and administer Active Directory.
• Monitor system and infrastructure availability and performance; manage VoIP and digital phone systems.
• Assist with software distribution, device builds, patch management, security compliance, and web and email security filter rules.
• Manage, maintain, and test backups and recovery; follow change control practices and maintain the knowledge base.
• Participate in production support, continuous improvement, and application and product testing.

What the employer is looking for

• Ideally, at least two years of experience in a managed IT service desk support role.
• Windows 10 and 11, anti-malware solution support, Office 365, and basic networking knowledge.
• Problem-solving, troubleshooting, customer service, communication, and documentation skills.
• Ability to communicate with staff and external partners and work under pressure to tight deadlines.
• ITIL service management experience or qualification is sought; CompTIA or similar qualifications are beneficial.
• Understanding of security, endpoint solutions, servers, virtualization, and cloud support.
• Exposure to legal or insurance industry software and tools is preferred.

Working hours

• 37.5 hours per week, Monday to Friday, on a three-week rolling rota between 8:00 a.m. and 9:00 p.m.
• One in eight Saturdays is scheduled from 9:00 a.m. to 5:30 p.m.

Compensation

• Salary is up to £30,000, depending on experience.

Work location

• The role is based on site in Liverpool City Centre.

Benefits

• The posting describes a comprehensive benefits package, professional development, and hybrid working options.