Overview
North East based with client site visits required
Reporting to
Head of IT Services
Role overview
We are looking for an experienced IT Systems Technician to take ownership of our IT service desk and play a key role in supporting our systems, infrastructure and clients.
This is a varied, hands on role combining technical IT support, systems administration and customer onboarding. You will work closely with internal teams and external clients to ensure systems are set up correctly, issues are resolved efficiently and customers experience a high quality onboarding journey.
This role suits someone who enjoys responsibility, variety and working directly with customers as well as technology.
Key responsibilities
* Owning and running the IT service desk
* Providing support for IT systems, software and hardware
* Systems administration and troubleshooting across infrastructure
* Onboarding new clients including system setup, data collection and configuration
* Integrating client platforms with internal systems
* Supporting new and existing clients using the order processing system
* Delivering system demos and training for clients and internal staff
* Producing reports and analysing data using Excel and Power BI
* Managing customer service enquiries and technical issues
* Creating and maintaining SOPs and contributing to the knowledge base
* Identifying opportunities to automate processes and improve efficiency
* Driving continuous improvement across IT operations
Key skills and experience required
* Proven experience in IT support or systems administration
* Strong knowledge of IT infrastructure, systems, hardware and software
* Confident troubleshooting and problem solving skills
* Strong Excel skills with experience producing reports
* Experience working with ticketing or service desk systems
* Comfortable working directly with customers and stakeholders
* Ecommerce platforms such as Shopify, WooCommerce, Amazon or eBay
* Knowledge of AI implementation
* Experience creating SOPs and documentation
Additional requirements
* You must be able to drive and own a car as client site visits are required
* Out of hours work may occasionally be required
* A varied and hands on role with ownership and responsibility
* Exposure to multiple systems, clients and technologies
* Opportunity to influence processes and drive improvements
* Supportive team environment with scope for development
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