We are seeking a dynamic and customer‑focused sedond‑line IT Support Technician to join our team at our UK Head Quarters in Birchwood Park, Warrington, and an additional site in Theale near Reading. The role requires a proactive individual with excellent problem‑solving skills, a passion for customer service, and a willingness to contribute to a collaborative and positive work environment.
Key Responsibilities
* Provide first‑line technical support to end‑users via ticketing system, drop‑ins, and scheduled Tech Bars.
* Diagnose and resolve hardware and software issues, including device swap‑outs.
* Deliver technical training and education to end‑users during Tech Bar sessions.
* Provide VIP support to key stakeholders.
* Technical troubleshooting for End User Compute (EUC), Networking, Applications, Printing, Unified Communications, including meeting room facilities, fixed and mobile telephony, Microsoft Teams and Zoom.
* Act as local “hands & eyes” support for second and third‑line support colleagues and external partners.
* Assist with IT security incidents.
* Collaborate with Facilities Management team to maintain on‑site service and physical security (building access control/BMS).
* Manage stock inventory of IT equipment.
* General ticket management, ensuring all tickets are dealt with in a timely and professional manner.
* Proactively suggest and implement service improvements.
* Participate in the Business Relationship Management function.
Qualifications
* Excellent customer service and communication skills.
* Strong problem‑solving and troubleshooting abilities.
* Positive, enthusiastic and “can‑do” attitude.
* Willingness to undertake funded and self‑paced training to enhance skills and experience.
* Ability to work independently and as part of a team.
* Professional and presentable demeanor.
* Ability to explain technical concepts to non‑technical users.
* Ability to work in a fast‑paced environment.
* Ability to work well under pressure.
* Fun and engaging attitude.
* Experience with IT ticketing systems.
* Basic networking knowledge.
* Experience with EUC environments and management platforms (SCCM, Intune, Active Directory).
* Cloud platform experience, particularly Microsoft Azure.
* Strong Microsoft 365 (Office 365) skills and experience.
* Experience with video conferencing and telephony systems.
Salary: £22,372 per year (part‑time).
Benefits: Competitive package including free single medical cover, digital GP service, family‑friendly benefits such as enhanced parental leave pay, employee assistance and professional development reimbursement, and flexible working arrangements.
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