IT Support Technician

We’re looking for a Level 1/2 IT Support Technician to join the technology team within the sports and entertainment industry.

You will act as the first point of contact for support requests logged through the service desk platform, providing triage, diagnosis and resolution of Level 1/2 issues for end users across the site.

You’ll log, categorise and resolve incidents within agreed SLAs, escalate to Level 2/3 support with clear documentation where needed, and help maintain a high standard of customer service for staff and stakeholders with varying levels of technical ability.
 
Key Responsibilities

• Act as the first point of contact for support requests logged through the service desk platform.
• Log, categorise and prioritise incidents and service requests accurately, resolving straightforward issues within Level 1/2 scope and agreed SLAs.
• Perform initial triage and diagnosis of common issues, including password resets, account unlocks, printer and hardware faults, software installations and connectivity problems.
• Provide account and permissions administration in Active Directory and Microsoft 365, including group membership, mailbox permissions and shared drive access.
• Perform deeper diagnostics for recurring or non-standard issues such as software conflicts, application errors and basic network connectivity problems.
• Support the imaging, configuration and deployment of desktops, laptops and mobile devices.
• Escalate issues to Level 2/3 support with clear documentation of troubleshooting steps taken.

Process and Documentation

• Follow documented standard operating procedures and escalation paths.
• Maintain accurate and up-to-date records for every ticket worked.
• Follow change management processes when applying standard fixes.
• Contribute to and utilise the internal knowledge base, identifying recurring issues and supporting permanent fixes or improved documentation.

About You

• Experience in an end-user IT support role, with exposure to Level 1/2 tasks such as account administration and device deployment.
• Excellent understanding of Windows and Microsoft 365 environments, including Office Suite, Outlook, OneDrive, Teams, SharePoint, Azure and Intune.
• Demonstrated experience with ITSM platforms such as Jira, Freshservice or ServiceNow.
• Solid working knowledge of Active Directory and Microsoft 365 administration.
• Understanding of core network fundamentals, including DHCP, DNS and VPN.
• Experience with account and password management, including MFA.
• Diploma or degree in Information Technology or a related field, or equivalent practical experience.
• CompTIA A+, MS-900, AZ-900 or ITIL 4 Foundation certification highly regarded but not essential.

Personal Attributes

• Excellent communication and interpersonal skills, with a friendly and professional manner.
• Strong attention to detail.
• Ability to prioritise and manage multiple tasks simultaneously.
• Willingness to learn new systems and processes quickly.
• Team-oriented and collaborative approach.
• Genuine customer-focused mindset.

Next Steps
Please click ‘Apply’ to submit your resume online or email Josh Tinton at [email protected].