IT Support Technician

An exciting opportunity has arisen for an experienced IT Support Technician to join a successful multi-billion-dollar global business based in Hertfordshire. Working as part of a busy IT team, you'll provide high-quality first and second-line technical support to users across the business. This is an excellent opportunity for a customer-focused IT professional with at least two years' experience who enjoys problem-solving, working with Microsoft technologies and delivering a great user experience. The Role Reporting into the Global Infrastructure Manager, you will help ensure users receive an efficient, responsive and professional IT support service. Key responsibilities will include:

• Investigating and resolving first and second-line IT service desk tickets, escalating to third-party software suppliers where required.
• Logging, categorising and prioritising incidents and requests in line with agreed service standards.
• Installing, configuring and supporting laptops, PCs, printers, peripherals and mobile devices.
• Supporting Microsoft technologies including Windows, Microsoft 365, Active Directory, Exchange Online and Entra ID.
• Planning and coordinating desktop hardware and software installations, maintenance and upgrades while minimising disruption to users.
• Administering, maintaining and documenting IT systems to support continual service improvement.
• Maintaining the internal IT knowledge base, including technical documentation, user guides and knowledge articles.
• Delivering user training to help colleagues get the most from the company's technology and software.
• Ensuring adherence to IT security, access management and change procedures.
• Promoting compliance with IT acceptable-use and security policies, GDPR, the company's Code of Conduct and relevant legislation.
• Supporting the wider IT team with additional projects and responsibilities as required.

About You We are looking for someone who combines strong technical knowledge with excellent customer service and communication skills.Ideally, you will have:

• 2+ years' experience within a similar IT support, Service Desk or Technical Support role.
• Good working knowledge of Windows, Microsoft 365, Active Directory, Exchange Online and Entra ID.
• Experience installing and supporting laptops, PCs, printers and peripherals within a networked business environment.
• Experience setting up and configuring mobile devices.
• Experience using ITIL-based service desk/helpdesk systems.
• The ability to produce clear systems and technical documentation.
• Strong troubleshooting and problem-solving skills.
• Excellent interpersonal and communication skills.
• A highly customer-focused approach, supporting both internal and external customers.
• Strong organisational skills and the ability to prioritise effectively in a busy environment.
• A flexible and proactive approach to your work.

Relevant qualifications such as CompTIA A+, Microsoft 365 Certified: Endpoint Administrator Associate, BTEC Level 3 System Support or similar IT qualifications would be advantageous. What's on Offer?

• Working hours of 9:00am-5:30pm during probation, moving to 8:00am-4:30pm following successful completion of probation, with a one-hour lunch break.
• 25 days' annual holiday, increasing to 27 days after five years' service and 30 days after ten years.
• Optional private healthcare scheme and cash plan.
• Death in service insurance following successful completion of the six-month probation period.
• The opportunity to join a successful, established global organisation and develop your technical experience within a busy IT environment.

If you're an experienced, committed and eager IT support professional who enjoys solving technical problems, supporting users and delivering excellent customer service, we'd love to hear from you.