IT Technician

Job Description: IT TechnicianJob Summary

We are seeking a skilled and proactive IT Technician to support and maintain the organisation’s IT systems, computer equipment and network infrastructure. The successful candidate will provide technical assistance to employees, diagnose and resolve hardware and software issues, maintain reliable IT services and ensure that systems operate securely and efficiently. The role involves managing user accounts, installing and configuring equipment, monitoring network connectivity and maintaining accurate technical documentation. The IT Technician will work closely with colleagues and other IT professionals to minimise system downtime, resolve technical problems and support the smooth day-to-day operation of the business.

Key Duties and Responsibilities

• Provide first-line and second-line technical support to employees, diagnosing and resolving issues involving computers, laptops, printers, peripherals, software and network connectivity.
• Install, configure, test and maintain desktop computers, laptops, operating systems, business applications and other IT equipment.
• Troubleshoot network connectivity issues involving LAN, WAN, Wi-Fi, TCP/IP, DNS, DHCP and VPN connections.
• Maintain and support network equipment, including routers, switches, wireless access points and firewalls, escalating complex faults where necessary.
• Administer user accounts, access permissions and password resets through Active Directory and other relevant user management systems.
• Assist with the administration and maintenance of Windows operating systems, Windows Server environments and other supported platforms.
• Configure and maintain software applications, including Microsoft 365, Microsoft Office and other business-critical systems.
• Install software updates, security patches and approved applications in accordance with organisational IT policies.
• Monitor IT systems and equipment to identify faults, performance issues and potential service disruptions.
• Record, prioritise and manage technical incidents and service requests using an IT service management or help desk system.
• Maintain an inventory of IT assets, including computers, laptops, software licences and network equipment.
• Support data backup procedures, system recovery activities and the implementation of appropriate IT security measures.
• Assist with the implementation of IT upgrades, equipment replacements, system migrations and other technology projects.
• Maintain accurate records of incidents, repairs, system configurations, equipment allocation and technical procedures.
• Provide guidance to employees on the effective and secure use of IT equipment, software and business systems.
• Follow organisational procedures relating to information security, data protection, access control and acceptable use of IT resources.
• Liaise with external IT service providers, suppliers and equipment vendors to arrange repairs, maintenance and technical support when required.
• Escalate complex technical issues to senior IT staff or specialist service providers and follow up to ensure timely resolution.
• Carry out routine maintenance and checks to help ensure the reliability, availability and security of IT systems.
• Undertake other IT support and maintenance duties appropriate to the role and the operational needs of the organisation.

Skills and Experience Required

• Practical experience in IT support, computer maintenance, hardware troubleshooting and software installation.
• Knowledge of computer hardware, peripherals, operating systems and common business applications.
• Understanding of networking fundamentals, including TCP/IP, LAN, WAN, DNS, DHCP, Wi-Fi and VPN technologies.
• Familiarity with Microsoft Windows, Microsoft 365 and Windows Server environments.
• Knowledge of user account administration, access permissions and Active Directory.
• Ability to diagnose technical problems, identify their causes and implement appropriate solutions.
• Familiarity with help desk or IT service management systems for logging, tracking and resolving incidents.
• Understanding of IT security principles, including software updates, antivirus protection, access controls and data backup procedures.
• Good organisational skills and the ability to manage multiple support requests according to urgency and business impact.
• Clear communication skills and the ability to explain technical issues to users with varying levels of IT knowledge.
• A customer-focused approach, with the ability to provide professional, timely and effective technical support.
• Ability to work independently, collaborate with colleagues and escalate issues appropriately.
• Willingness to keep technical knowledge up to date and develop skills in line with the organisation’s IT requirements.

Qualifications

A relevant IT qualification, such as a Level 3 qualification in IT, a diploma in information technology or an equivalent qualification, would be advantageous. Relevant practical experience and industry certifications may also be considered.

Working Arrangements

The IT Technician will work in accordance with the organisation’s operational requirements, IT policies and established support procedures. The role may involve supporting users across different departments, maintaining on-site equipment and assisting with remote technical support where required.

Pay: From £41,700.00 per year

Work Location: In person