IT Support Technician

• Act as a first point of contact, diagnosing and resolving issues face-to-face or remotely. • Manage helpdesk tickets end-to-end, ensuring timely resolution in line with SLAs. • Install, configure, and maintain IT equipment, systems, and authorised applications. • Monitor and maintain systems and networks, troubleshooting faults and replacing hardware where required. • Liaise with internal teams and external suppliers to resolve technical issues effectively. • Support user account management, including onboarding and password support. • Create and maintain documentation, knowledge base articles, and operational procedures. • Contribute to IT projects, system rollouts, and continuous service improvement. • Ensure compliance with standard operating procedures, audits, and best practices. • Deliver excellent customer service and provide training or guidance to colleagues where needed. • Manage workload effectively, prioritising multiple tasks and escalating complex issues as appropriate. • Participate in on-call rotas and maintain up-to-date knowledge of emerging technologies. Job description Job responsibilities • Act as a first point of contact, diagnosing and resolving issues face-to-face or remotely. • Manage helpdesk tickets end-to-end, ensuring timely resolution in line with SLAs. • Install, configure, and maintain IT equipment, systems, and authorised applications. • Monitor and maintain systems and networks, troubleshooting faults and replacing hardware where required. • Liaise with internal teams and external suppliers to resolve technical issues effectively. • Support user account management, including onboarding and password support. • Create and maintain documentation, knowledge base articles, and operational procedures. • Contribute to IT projects, system rollouts, and continuous service improvement. • Ensure compliance with standard operating procedures, audits, and best practices. • Deliver excellent customer service and provide training or guidance to colleagues where needed. • Manage workload effectively, prioritising multiple tasks and escalating complex issues as appropriate. • Participate in on-call rotas and maintain up-to-date knowledge of emerging technologies.