As an IT Support Technician at Cleaver Fulton Rankin you will play an important role in providing high quality technical support to our users, you will provide hands-on technical support and ensure the stability, performance, and security of the company's IT network and platforms. The Role - User Support Helpdesk administration and escalation. Provide day-to-day support and maintenance of company's LAN, WAN, Wi-Fi and firewall infrastructure. Diagnose and resolve hardware and software issues. Follow up with customers, provide feedback, and see problems through to resolution. Update customer data and produce audit reports. Work within Active Directory\M365 Admin. Contribute to ongoing IT projects. Incident Management - Log incidents and respond to service requests accurately, Experience in managing and resolving IT Infrastructure and security incidents, conducting root cause analysis and implementing corrective actions. Maintain detailed records of incidents and resolutions. Technical Troubleshooting - Investigate and troubleshoot technical issues related to desktops, laptops, printers, and mobile devices. Collaborate with colleagues to identify root causes and implement solutions. Vendor Coordination: Coordinate with external vendors for hardware and software problem resolution. Documentation - Create and update knowledge base articles for common issues. Document procedures and best practices for future reference. User Training - Provide basic training to end-users on IT tools and applications. Promote self-help resources to empower users. Requirements - A third-level qualification in Computer Science, Information Technology, or a related discipline is preferred. 1 year equivalent experience in supporting, implementing, and managing IT services. Demonstrated experience in accurately logging, prioritising, and resolving IT incidents within agreed service levels. Experience in troubleshooting a wide range of user IT issues. Experience delivering effective end-user IT support, both remotely and onsite. Hands-on experience administering Active Directory and Office 365, including user account creation, access control, and configuration. Experience in network administration. Ability to apply a structured, analytical approach to diagnosing and resolving technical problems. Excellent verbal and written communication skills, with the ability to explain technical issues clearly to non-technical users. Practical experience supporting and troubleshooting Microsoft Windows 11 environments. Experience of dealing with wired and wireless network connectivity issues. Strong proficiency in supporting Microsoft 365 applications, including Word, Excel, Outlook, and Teams. Skills: Hardware troubleshooting 1st Line Desktop Computers