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Full job descriptionWe are looking for an IT Support Technician to join our internal IT team, supporting around 200 users across 6 businesses, 14 UK locations, and our Ireland operation.
This is a varied IT support role where high-quality service desk delivery is central, with involvement in business systems support, IT operations, infrastructure support, systems administration tasks, documentation, supplier liaison, IT asset management, and continuous improvement.
The role will suit someone who enjoys understanding problems properly, making sound decisions, reading official documentation, documenting what they learn, and helping the team improve how IT services are delivered.
What you will be doing as our IT Support Technician:
*You will provide responsive, professional IT support to colleagues and, where required, external customers. You will also help maintain and improve the systems, infrastructure, and processes that support the wider business.
*Provide 1st and 2nd-line IT support to users across hardware, software, networks, Microsoft 365, business systems, and user accounts.
*Proactively monitor, triage, prioritise, and take ownership of service desk tickets and IT tasks, ensuring timely progress and resolution in line with business impact, urgency, and service expectations.
*Communicate clearly with users, keeping them informed of progress, delays, workarounds, resolutions, and next steps.
*Support the administration of Microsoft 365, Entra ID, Active Directory, Teams, SharePoint, OneDrive, Exchange Online, endpoint devices, security groups, permissions, and user access.
*Assist with infrastructure support, maintenance, and troubleshooting appropriate to the role, including:
*Network and telecoms: LAN, WAN, Wi-Fi, DNS, DHCP, TCP/IP, VPN, routing, VLANs, firewalls, VoIP, SIP, and connectivity issues.
*Systems and hardware: servers, virtual environments, desktops, laptops, mobile devices, printers, peripherals, storage, backups, and other IT equipment.
*Support core business systems, including ERP, CRM, reporting, logistics, stock, order processing, and accounting-related systems.
*Maintain accurate IT asset records, including hardware, software, licences, peripherals, user equipment, and access rights.
*Liaise with suppliers, service providers, and internal stakeholders to progress incidents, service requests, changes, and technical issues.
*Create and maintain documentation, knowledge base articles, procedures, checklists, asset records, and support notes where gaps or improvements are identified.
*Identify recurring issues, operational risks, inefficiencies, and opportunities for permanent fixes or service improvements.
*Assist with IT projects, system changes, device deployments, upgrades, maintenance tasks, and internal IT process improvements.
The environment you will work with:
You do not need to be an expert in every system from day one, but you should be keen to learn and willing to build proper understanding over time. Our environment includes Windows desktop and server environments, Linux, Hyper-V clustered hosts, Microsoft 365, Entra ID, Azure services, Active Directory, ERP, CRM, SAP BusinessObjects / Crystal Reports Server, LAN/WAN/Wi-Fi networking, firewalls, VoIP/SIP telecoms, endpoint management, IT asset management, service desk, and ITSM processes.
Who this role will suit:
The IT Support Technician role will suit someone who is naturally curious, practical, responsible, and comfortable working in a varied support environment where priorities can change.
This is a varied IT support role where high-quality service desk delivery is central, with involvement in business systems support, IT operations, infrastructure support, systems administration tasks, documentation, supplier liaison, IT asset management, and continuous improvement.
The role will suit someone who enjoys understanding problems properly, making sound decisions, reading official documentation, documenting what they learn, and helping the team improve how IT services are delivered.
What you will be doing as our IT Support Technician:
*You will provide responsive, professional IT support to colleagues and, where required, external customers. You will also help maintain and improve the systems, infrastructure, and processes that support the wider business.
*Provide 1st and 2nd-line IT support to users across hardware, software, networks, Microsoft 365, business systems, and user accounts.
*Proactively monitor, triage, prioritise, and take ownership of service desk tickets and IT tasks, ensuring timely progress and resolution in line with business impact, urgency, and service expectations.
*Communicate clearly with users, keeping them informed of progress, delays, workarounds, resolutions, and next steps.
*Support the administration of Microsoft 365, Entra ID, Active Directory, Teams, SharePoint, OneDrive, Exchange Online, endpoint devices, security groups, permissions, and user access.
*Assist with infrastructure support, maintenance, and troubleshooting appropriate to the role, including:
*Network and telecoms: LAN, WAN, Wi-Fi, DNS, DHCP, TCP/IP, VPN, routing, VLANs, firewalls, VoIP, SIP, and connectivity issues.
*Systems and hardware: servers, virtual environments, desktops, laptops, mobile devices, printers, peripherals, storage, backups, and other IT equipment.
*Support core business systems, including ERP, CRM, reporting, logistics, stock, order processing, and accounting-related systems.
*Maintain accurate IT asset records, including hardware, software, licences, peripherals, user equipment, and access rights.
*Liaise with suppliers, service providers, and internal stakeholders to progress incidents, service requests, changes, and technical issues.
*Create and maintain documentation, knowledge base articles, procedures, checklists, asset records, and support notes where gaps or improvements are identified.
*Identify recurring issues, operational risks, inefficiencies, and opportunities for permanent fixes or service improvements.
*Assist with IT projects, system changes, device deployments, upgrades, maintenance tasks, and internal IT process improvements.
The environment you will work with:
You do not need to be an expert in every system from day one, but you should be keen to learn and willing to build proper understanding over time. Our environment includes Windows desktop and server environments, Linux, Hyper-V clustered hosts, Microsoft 365, Entra ID, Azure services, Active Directory, ERP, CRM, SAP BusinessObjects / Crystal Reports Server, LAN/WAN/Wi-Fi networking, firewalls, VoIP/SIP telecoms, endpoint management, IT asset management, service desk, and ITSM processes.
Who this role will suit:
The IT Support Technician role will suit someone who is naturally curious, practical, responsible, and comfortable working in a varied support environment where priorities can change.
