IT Support Technician (12 Month FTC)

Job Purpose Summary

The IT Support Technician is a key member of the front-line support team, responsible for triaging and resolving IT incidents and service requests in a timely and professional manner. This role requires a strong focus on customer service, accurate issue identification, and effective escalation to IT Support Engineers when necessary. The successful candidate will play a critical role in maintaining productivity across the business by delivering efficient support to end users, including office-based and warehouse environments.

Role Responsibilities

• Act as the first point of contact for IT incidents and service requests received via phone email, and in person.
• Triage incoming tickets to accurately assess severity, impact, and priority, ensuring correct categorisation and prompt resolution or escalation.
• Resolve a wide range of first-line issues including hardware support, password resets, basic application errors, and connectivity issues.
• Escalate complex or high-priority incidents to IT Support Engineers with clear documentation and context.
• Maintain accurate and detailed records of all support activity in the IT service management system.
• Provide a high standard of customer service to employees of varying levels of technical expertise, including VIPs and Directors.
• Support IT service requests such as user account setup, hardware configuration, software installations, and equipment deployment.
• Monitor ticket queues to ensure SLA compliance and timely updates to users on incident/request status.
• Assist in the documentation of support procedures and creation of knowledge base articles.
• Support local and remote users across multiple locations, including occasional travel to other CMS sites if required.
• Liaise with third-party service providers to assist in resolving support issues where applicable.
• Contribute to a positive team environment and assist colleagues with workload during peak demand periods.
• Support IT-related projects and tasks under the guidance of more senior team members.

Additional Responsibilities

Skills & Personal Attributes

• Minimum of 1 year experience within in an IT support or service desk environment, or a degree in a relevant field.
• Certifications such as CompTIA A+, Microsoft MCP, or equivalent are desirable.
• Strong customer service focus and excellent communication skills.
• Good understanding of common IT systems and troubleshooting techniques.
• Ability to follow defined procedures and work effectively under supervision.
• Logical thinking and a methodical approach to problem-solving.
• Ability to manage time and priorities effectively in a fast-paced environment.
• Technical proficiency in:
  • Laptop, desktop, and mobile device support (Windows/macOS/iOS)
  • Microsoft Office 365 applications and services
  • Windows 10/11 operating systems
  • Basic networking principles (e.g., IP addressing, Wi-Fi connectivity)
  • Printer and peripheral device setup and troubleshooting

Person Profile

• Confident, courteous, and professional when dealing with end users.
• Able to work well as part of a team and contribute to a collaborative support culture.
• Keen to learn, develop new skills, and progress in a technical career path.
• Demonstrates initiative and a willingness to take ownership of tasks.
• Comfortable working in both office and warehouse settings with varied technical needs.

Key Traits