IT Support Technician

IT Support Technician

Purpose of the Role

The IT Support Technician is responsible for providing hands-on technical support, proactively resolving hardware and software issues, and maintaining complex IT systems. The role also focuses on building strong relationships with internal customers, ensuring a seamless IT experience, and supporting career development within a dynamic IT environment.

Key Responsibilities

• Provide hands-on IT support, troubleshooting hardware, software, and network issues.
• Proactively identify and resolve technical problems to minimise downtime.
• Manage repair and maintenance of complex IT systems.
• Build and maintain strong relationships with internal stakeholders, understanding their needs and ensuring high satisfaction.
• Respond promptly to IT concerns, delivering efficient solutions.
• Ensure smooth operation of company IT systems for optimal productivity.
• Travel occasionally to Bristol office and Maidenhead data centre as required.

Key Relationships

Internal:

• Reports to: Head of IT (Global)
• Collaborates with: Executive Team, Engineering, Sales, HR, Finance

External:

• Vendors, Customers (as needed)

Qualifications

Essential:

• Proven experience in IT support (3+ years).
• Strong technical knowledge of hardware, software, and networking.

Desirable:

• Degree in Computer Science, IT, or related field.
• Certifications (e.g., Network Administration, Cybersecurity).

Skills & Experience

Essential:

• Technical Expertise: Proficiency in OS, network infrastructure, and troubleshooting.
• Customer Service: Exceptional support skills with a user-focused approach.
• Problem-Solving: Strong analytical and troubleshooting abilities.
• Communication: Clear verbal/written skills to explain technical issues.
• Adaptability: Ability to work under pressure and manage changing priorities.

Desirable:

• Knowledge of cybersecurity best practices.
• Experience in network configuration and management.
• Commitment to continuous learning in emerging technologies.

Personal Attributes

• Trustworthy & reliable – delivers on commitments.
• Resilient & proactive – finds solutions under pressure.
• Team player – collaborates effectively and mentors junior staff.
• Detail-oriented – ensures high-quality work.
• Positive & adaptable – embraces company culture and change.

Career Development

• This role offers growth opportunities, including training and progression within IT support and related