IT Support Technician - 6 Month FTC
Job summary
IT Support Technician 6 Month Fixed Term Contract (with the possibility of extending)
Salary: £17,441 per annum (£34,418 WTE based on 37 hours per week)
Hours: 18.75 hours per week, Monday Friday 12.15pm-4.00pm
Location: Farnham / Guildford / Flexible working across sites
Would you like to be part of an organisation thats dedicated to caring for the local community?
We have an opening for an experienced IT Support Technician to join our friendly and supportive IT Team on a fixed-term basis, based at our site in Farnham, Surrey. You will provide additional Helpdesk support during weekday afternoons, helping our staff and volunteers across the organisation to resolve day-to-day IT issues promptly and effectively. You'll work as part of a small, experienced team with strong peer support and clear escalation routes, taking ownership of incidents and service requests and providing practical, hands-on assistance with Windows 11, Microsoft 365, user accounts, devices and connectivity.
If you would like to feel part of a welcoming and committed team, benefit from strong peer and managerial support, and make a valuable contribution from the outset, we would be delighted to hear from you.
We are committed to creating a diverse and inclusive culture, with the principles of fairness and equality at its core. We are an equal opportunities employer, who values and respects our employees unique knowledge, skills and experiences.
Main duties of the job
A successful IT Support Technician will have:
- Experience providing first- and second-line IT support in a busy, multi-user environment, with the ability to become productive quickly.
- Practical experience supporting Windows 11, Microsoft 365, Active Directory and Microsoft Entra ID, including user accounts, access and authentication issues.
- Experience managing Helpdesk tickets through to resolution, troubleshooting laptops, printers, peripherals and common connectivity issues.
- Strong problem-solving skills, with the ability to work independently and as part of a team.
- A professional, customer-focused approach with a desire to continually improve systems and services.
- Excellent interpersonal and communication skills
For a full list of essential requirements, please refer to the job description and person specification document.
This is a fixed-term role providing additional day-to-day IT support capacity during weekday afternoons.
About Us
We are based in Farnham and Guildford, and provide bespoke, compassionate palliative and end of life care for people living with an advanced or terminal illness, across West Surrey and North-East Hampshire.
Phyllis Tuckwell is a very special place to work. Our staff make a real difference to the lives of our patients and their loved ones, providing outstanding care at a time that really matters. Our IT team members are pivotal in helping deliver our vital services, ensuring every day is precious for our patients.
About us
The impact of our services on the lives of our patients and their families can be read about here:
https://www.pth.org.uk/our-care/helpful-information/patient-stories/
We Offer:
Excellent Benefits
- Six weeks paid holiday plus public holidays
- Phyllis Tuckwell Group Personal Pension Plan (matched contributions up to 7.5%)
- Health Cash Plan Scheme
- Employee Assistance Programme
- Staff Benefit Scheme
- Blue Light Discount Card
Excellent Career Development
- Ongoing professional development and training
- Practical experience supporting a varied range of users and IT systems
- Professional Growth
- Opportunities to share knowledge and develop existing technical support skills
- Diverse Training Courses
- Supporting colleagues across clinical and operational teams
A Great Place to Work
- Equal Opportunities employer
- Flexible hours and flexible working
- Supportive colleagues
- 97% of our staff are proud to work for Phyllis Tuckwell*
* Phyllis Tuckwell Birdsong Hospice staff survey 2023
Interviews to be held: Thursday 26th or Friday 27th November 2026
We reserve the right to close the role ahead of the closing date should sufficient applications be received.Please note that we do not hold a sponsor licence and therefore are unable to provide sponsorship.
This post is subject to a Standard Disclosure and Barring Service check.
NO MEDIA OR AGENCIES
Job description
Job responsibilities
JOB DESCRIPTION: IT Support Technician
Post: IT Support Technician
Accountable to: Head of IT
Job Purpose: To provide responsive, professional first and second-line IT support across Phyllis Tuckwell, providing additional Helpdesk capacity during weekday afternoons.
The postholder will be an experienced IT Support Technician who is able to quickly become familiar with Phyllis Tuckwell's IT environment and begin managing and resolving Helpdesk tickets from the outset.
The role will provide hands-on support to users across the organisation, including troubleshooting Windows 11 devices, Microsoft 365 applications and services, Active Directory and Microsoft Entra ID accounts, access and authentication issues, printers, peripherals and general connectivity.
The emphasis of the role is on providing reliable day-to-day operational support and resolving incidents and service requests efficiently, escalating more complex issues where appropriate.
Responsibilities
1.0 Professional
1.1 Provide first and second-line support for IT hardware, software and core services, including Windows 11, Microsoft 365, Active Directory, Microsoft Entra ID, printers, peripherals and network connectivity.
1.2 Take ownership of Helpdesk tickets, including logging, investigating, updating and resolving incidents and service requests within agreed timescales.
1.3 Troubleshoot user account, authentication and access issues across Active Directory, Microsoft Entra ID and Microsoft 365.
1.4 Undertake routine user administration including account creation and amendment, password resets, group membership and permissions changes, following established procedures.
1.5 Support the setup, configuration and troubleshooting of Windows 11 laptops devices.
1.6 Assist with new starter, leaver and role-change processes, ensuring users are provided with the appropriate accounts, equipment and access.
1.7 Troubleshoot Microsoft 365 applications and common end-user issues, including Outlook, Teams, OneDrive and Office applications.
1.8 Provide support for printers, docking stations, monitors, mobile devices and other user peripherals.
1.9 Diagnose basic network and connectivity issues and escalate infrastructure-related problems where appropriate.
1.10 Maintain accurate and meaningful ticket notes, ensuring actions taken and resolutions are clearly recorded.
1.11 Maintain IT asset records and equipment inventories where required.
1.12 Escalate complex, security-related or infrastructure issues to the appropriate member of the IT team or third-party supplier.
1.13 Follow established IT procedures, security controls and processes for access management, software installation, patching and safe use of systems.
1.14 Support routine IT housekeeping and operational tasks as required.
2.0 Training and Development
a) Team
2.1 Work collaboratively with colleagues within the IT team, contributing to the effective management of the Helpdesk workload.
2.2 Share relevant technical knowledge and contribute to the maintenance of support documentation and knowledge-base information.
b) Personal
2.3 Maintain current knowledge of the Microsoft technologies and end-user systems relevant to the role.
2.4 Participate in relevant training where required to maintain competence in support tasks.
3.0 Research
3.1 Remain informed about common technology issues, known problems and available solutions to support effective troubleshooting and incident resolution.
4.0 Safeguarding, Equality, Diversity and Inclusion
Role holders are required to understand their responsibilities in the safeguarding context, ensuring that Phyllis Tuckwell reduces the risk of harm or abuse of adults and children at risk.
You are required to
- adhere to Phyllis Tuckwells Safeguarding Policy (held on the NEST), which supports the local authoritys multi agency safeguarding policy, the law (Care Act 2014) and Mental Capacity Act 2005 (including Deprivation of Liberty Safeguards).
- inform the appropriate PT professional where there is concern that an adult or child may be at risk of harm, abuse, or neglect.
Phyllis Tuckwell is committed to an Equal Opportunities approach, valuing, and respecting everyone as individuals, with diverse opinions, cultures, lifestyles, and circumstances.
This job description is underpinned by Phyllis Tuckwells philosophy, culture, and core values, which actively embrace diversity and inclusion and promotes total team spirit.
This job description is current and subject to yearly review in consultation with the jobholder. It is liable to reflect and anticipate necessary changes to support the PT strategy.
Person Specification
Qualifications
- IT-related qualification or equivalent experience
Risk Management
- Awareness of UK GDPR, information security and the importance of protecting confidential information.
- Able to recognise potential cyber security incidents, suspicious activity or risky user behaviour and escalate appropriately.
- Understands the importance of following established access-management and security procedures.
Team Working
- Ability to work effectively as part of a small and busy IT team.
- Self-motivated and able to manage an assigned Helpdesk workload with limited supervision.
- Flexible and adaptable, with a willingness to assist colleagues as required.
- Comfortable joining an established environment and becoming productive quickly.
Relationships, Oral and Written Communication
- Clear, confident and patient communication skills when supporting users with differing levels of technical knowledge.
- Ability to explain technical issues in straightforward language.
- Ability to build positive working relationships with colleagues, volunteers and external suppliers.
- Professional and customer-focused approach to IT support.
- Ability to produce clear and concise Helpdesk ticket updates and technical notes.
- Ability to document solutions and update IT guidance or knowledge-base information where required.
Quality & Education and Training
- Methodical and accurate approach to troubleshooting.
- Able to investigate problems logically and identify appropriate solutions.
- Able to prioritise competing Helpdesk tickets according to impact and urgency.
- Ability to follow established procedures while using appropriate judgement when troubleshooting unfamiliar issues.
- Accurate and clear recording of work undertaken and resolutions provided.
- Willingness to undertake relevant training where required.
Experience
- Demonstrable experience providing first and second-line IT support within a multi-user environment.
- Hands-on experience supporting Windows 11 devices and resolving common operating system, application, hardware and user-profile issues.
- Practical experience administering Microsoft Active Directory, including user accounts, password resets, group membership and routine access-management tasks.
- Practical experience administering Microsoft Entra ID, including user accounts, authentication and access-related issues.
- Good working knowledge of Microsoft 365, including supporting common user issues with Outlook, Teams, OneDrive and Microsoft Office applications.
- Experience working with a Helpdesk or IT service-management system and taking ownership of incidents and service requests through to resolution.
- Experience setting up and troubleshooting laptops, monitors, docking stations, printers and other common end-user equipment.
- Ability to troubleshoot common network and connectivity issues and identify when escalation is required.
Using Information & Systems
- Confident working with:
- Microsoft Active Directory
- Microsoft Entra ID
- Microsoft 365
- Windows 11
- IT Helpdesk / ticketing systems
- Standard desktop and laptop hardware
- Able to quickly become familiar with organisational systems and established support processes.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Phyllis Tuckwell Memorial Hospice Ltd
Address
Waverley Lane
Farnham
GU9 8BL
United Kingdom
Employer's website
https://www.pth.org.uk/