About the role
The Onsite IT Technician will provide day‑to‑day technical support to end users, ensuring smooth operation of IT systems and services. This role is critical for maintaining productivity across the business by resolving technical issues promptly and delivering excellent customer service.
Location: Newcastle upon Tyne – city centre
Contract Type: Full Time, Permanent (37 hours per week)
Reports to: IT Manager
Key tasks and responsibilities
* Act as the first point of contact for all IT‑related issues and requests.
* Provide 1st and 2nd line support for hardware, software, and network problems.
* Troubleshoot and resolve issues related to desktops, laptops, printers, and mobile devices.
* Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
* Log and manage tickets in the IT service management system (e.g., Freshservice).
* Escalate complex issues to the Infrastructure Technician or IT Manager as required.
* Assist with onboarding and offboarding processes, including account setup and device configuration.
* Maintain accurate documentation of incidents, resolutions, and asset inventory.
* Provide basic training and guidance to end users on IT systems and best practices.
* Support implementation of quick wins such as OneDrive rollout and assist with SSO adoption.
* Ensure compliance with IT security policies and procedures.
Essential experience and education
* Previous experience in an IT support role (1st/2nd line).
* Strong knowledge of Windows OS, Microsoft 365, and common business applications.
* Familiarity with networking basics.
* Excellent troubleshooting and problem‑solving skills.
* Strong communication and customer service skills.
* Ability to work independently and manage multiple priorities.
Preferred knowledge and skills
* Experience with ITSM tools (e.g., Freshservice).
* Knowledge of Active Directory and user account management.
* Exposure to SSO solutions and remote management tools.
What we offer
* Generous holiday allowance.
* Option to purchase additional leave for greater work‑life balance.
* Full support towards ongoing professional development and your academic pursuits.
* Weekly social events with the sports and social club.
* Access to an Employee Assistance Program.
* Support commuting to work with interest free season ticket loans.
* Pension and protection with matched employer contributions.
* Exclusive discounts through an employee discount site with hundreds of top brands.
* Paid volunteering day with our charity of the year.
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