IT Support Technician

Role: IT Support Technician

Reporting to: Head of Software Development

Location: Head Office – Keele University Campus

Salary: £30,000 per annum

Contract type: Full time, permanent

As our business continues to grow and secure new partnerships with College Groups & Multi-Academy Trusts across the UK, technology remains integral to the managed service solutions we provide. We are therefore looking to recruit an additional IT Support Technician to join our head office team.

This is an exciting opportunity for someone looking to develop their career within IT, providing hands-on technical support to colleagues, candidates & clients across the business. Working closely with the Head of Software Development, you will play an important role in ensuring that our systems, equipment and technology operate effectively, helping colleagues resolve technical issues and maintain productivity across the organisation.

Key Responsibilities will include:

• Providing first-line technical support to employees across the business, responding to IT queries via Zendesk and resolving issues in a timely and professional manner.
• Diagnosing and troubleshooting hardware and software issues.
• Logging, monitoring and updating IT support tickets via Zendesk, ensuring all queries are tracked and resolved within agreed time scales.
• Escalating more complex technical issues to the Head of Software Development where necessary.
• Setting up IT equipment, including laptops, monitors and phones for new starters across the business.
• Installing, configuring and maintaining computer hardware, software and applications.
• Supporting the administration of user accounts, permissions and access to company systems, including Microsoft 365.
• Assisting with the maintenance and monitoring of the company's IT infrastructure, systems and equipment.
• Supporting colleagues with Microsoft applications, TSR365 and other business software.
• Providing basic IT training and guidance to colleagues, helping them make effective use of company systems and technology.
• Maintaining accurate IT asset records, tracking equipment allocation, returns and replacements.
• Assisting with routine system checks, software updates, security patches and backups.
• Supporting the onboarding and leavers process by ensuring appropriate IT equipment and system access are provided or removed.
• Helping maintain IT documentation, user guides and internal FAQs to support internal staff with common technical queries.
• Identifying recurring technical issues and highlighting opportunities to improve systems, processes and the overall user experience.
• Supporting the IT team with projects, system implementations and technology upgrades.
• Ensuring compliance with company IT policies, procedures and information security requirements.
• Providing a friendly and approachable service to colleagues & clients where needed.

What are we looking for?

• Previous experience in an IT support, helpdesk or technical support role.
• A relevant IT qualification or equivalent practical experience.
• Good working knowledge of Microsoft 365, including Outlook, Teams, Word and Excel.
• An understanding of computer hardware & software.
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills, both written and verbal, with the ability to explain technical information to colleagues.
• Good organisational skills and the ability to prioritise and manage multiple support requests.
• A proactive approach, with a willingness to learn and develop technical knowledge.
• Strong attention to detail and the ability to follow processes and maintain accurate records.
• The ability to work independently whilst also contributing positively to the wider IT team.

What can we offer?

• Excellent company culture and ethos
• Private healthcare plan
• 25 days holiday plus bank holidays, increasing every anniversary (up to a maximum of 29 days)
• Opportunities for career progression and professional development
• Your birthday off every year
• A positive working environment with the head office team based at Keele University.
• Pension scheme – 3%, rising to 5% after five years of service.