IT Support - 1st & 2nd Line

IT Support Specialist

Location: Lenton Lane area, Fully Office-based Salary: £30-32K (dependent on experience)

We are looking for a proactive and highly experienced IT Support Specialist to act as the first point of escalation for IT queries, providing 1st and 2nd line support across the business. You’ll help maintain our IT hardware, software, and infrastructure while delivering reliable, helpful support to over 130 users.Working within a Microsoft 365 and Windows Server environment, you’ll manage support tickets, resolve technical issues, maintain security standards, and carry out routine maintenance tasks. The role includes onboarding/offboarding staff, managing hardware resources, and supporting wider IT projects and infrastructure activities.

Key Responsibilities

• Provide 1st and 2nd line IT support to 130+ users
• Log and manage support tickets through the ITSM system
• Resolve issues via phone, email, remote access, or deskside
• Maintain antivirus, patch management, and device updates
• Support ongoing IT maintenance tasks and infrastructure needs
• Manage hardware availability and maintain stock levels
• Onboard and offboard employees
• Work with third-party providers and internal teams
• Support occasional non-IT facilities task

About you:

• Strong 1st and 2nd line IT support experience
• Knowledge of Microsoft 365 (Outlook, Teams, SharePoint, Office apps)
• Understanding of Windows 11 and basic networking (DNS, DHCP)
• Experience with ITSM systems and awareness of ITIL
• Exposure to cybersecurity principles
• Customer-focused with a passion for supporting others
• Strong communicator with clear written and verbal skills
• Able to build positive relationships with users and suppliers

Benefits:

• Contributory pension (up to 6% employer contribution)
• Life Assurance (4x salary)
• 25 days holiday plus bank holidays
• Enhanced Parental Leave
• Annual paid professional development day + training allowance
• Dental plan, gym allowance, sustainable travel allowance
• Volunteering days and charity support schemes
• Employee Assistance Programme
• Free Friday breakfast / team lunch
• On-site coffee house
• Free local off-site parking