IT Helpdesk Support Technician

IT Support Technician – Job Description

Salary: Competitive

Location: North Shields

Overview

We’re looking for an enthusiastic IT Support Technician to join our growing IT team. You’ll provide friendly and efficient support to users onsite and across our wider network, helping to keep systems, hardware and applications running smoothly.

Strong communication skills are essential in what can be a busy environment dominated mostly by incoming calls and IT issues via our Ticketing system.

Key Responsibilities

• Provide 1st/2nd line support to internal and external users
• Manage and resolve tickets across hardware, software (inhouse applications) and connectivity
• Set up new starters (accounts, devices, basic MDM tasks)
• Support Microsoft Office 365, Windows OS and general desktop environments
• Troubleshoot basic networking issues (AD, TCP/IP, Wi-Fi, printers)
• Support telephony/VOIP
• Escalate issues to senior technicians or third-party providers when required
• Maintain excellent customer service and SLA's.

Skills & Experience

• At least 1–3 years’ experience in an IT Helpdesk / IT Support role
• Confident communicator across phone, email and face-to-face
• Good understanding of Azure AD (Entra), Windows OS, Microsoft Office 365, Microsoft Azure and/or VMWare VSphere, basic networking principles
• Experience using ticketing systems
• Strong organisational skills and ability to prioritise in a fast-paced environment

Desirable (Not Essential)

• Hands on experience in telephony systems, virtual server management i.e. patching, back ups
• Experience using security support tools such as enterprise Antivirus/Anti-malware, SIEM, Nessus, firewall
• Technical certifications: CompTIA A+, Network+ or similar e.g. Microsoft Azure or VMWare