Information Technology Support Technician

We are seeking a proactive and customer-focused IT Support Technician (1st & 2nd Line) to provide high-quality technical support across the organisation. The successful candidate will be responsible for resolving day-to-day IT issues, supporting users with hardware, software, and cloud-based services, and ensuring systems operate efficiently with minimal disruption.

You will be the main point of contact for our employees; liaising, recording, and resolving issues internally on our service desk. You will also be responsible for elevating work to our 3rd party IT business partners ensuring sufficient technical information is provided to support and resolve their workloads as a well as maintaining good relationships for the business.

This is an office-based role working between two sites in Wellingborough

Required skills

• Strong communication and interpersonal skills
• Attention to technical detail
• Good organisational and time management skills
• Knowledge of Windows desktop and Windows server operating systems
• Active Directory user and device management
• Basic TCP/IP networking knowledge (DHCP/DNS)
• Microsoft 365 account and Email management (O365, Azure)
• Knowledge and understanding of security standards
• Excellent Microsoft office skills around outlook, Word and excel
• Experience of digital communication platforms such as MS Teams and skype
• Full UK driving licence and access to own vehicle (required for travel between sites as part of the role)

Duties and responsibilities

• Act as the first point of contact for IT support, logging and managing incidents and service requests via phone, email, or ticketing system
• Deliver 2nd line support for more complex technical issues, including system errors, server support, network faults, and application support
• To take ownership of support calls; diagnose the cause, identify the required solution, and communicate progress to the IT Service manager
• Support and administer Microsoft 365 services, including Exchange Online, Teams, and SharePoint
• Maintain and manage Active Directory (on-prem and Azure AD/Entra ID), including user accounts, permissions, and group policies
• Provide support and basic administration across the Microsoft Azure stack, including virtual machines, storage, networking, and identity services, Intune
• Install, configure, and maintain desktops, laptops, mobile devices, and peripherals
• Assist with system monitoring, patching, upgrades, and routine maintenance activities
• Escalate unresolved issues to 3rd line support or third-party vendors as required
• Maintain accurate documentation of incidents, changes, and procedures
• Contribute to continuous improvement of IT processes and knowledge base
• Management of printing fleet and monitoring / ordering of consumables
• Supporting the production and warehousing environments to maintain productivity and uptime
• To assist senior IT staff in projects and rollouts of new systems.
• To comply with company security policies and procedures as a priority of all work undertaken. To have the ability to explain to staff members, of any level, why some requested actions are not permitted

Skills & Experience

• Proven experience in a 1st/2nd line IT support role
• Strong knowledge of Windows operating systems and Microsoft 365
• Hands-on experience with Active Directory and Azure Active Directory (Entra ID)
• Familiarity with the Azure stack, including virtualisation, networking, and cloud resource management
• Experience with hardware troubleshooting and device management
• Strong problem-solving skills and the ability to diagnose technical issues effectively

Knowledge of the following would be beneficial but not essential

• Acronis Products and Services
• Intune
• 8x8 Products and Services
• Tensor Products and Services
• Cisco Products & Services
• VLANS

Personal Attributes

• Customer-focused with excellent communication skills
• Ability to prioritise workload and manage multiple tasks
• Proactive and adaptable approach to problem-solving
• Team-oriented with a willingness to learn and develop technical expertise