At Castelan, we are the UK’s leading furniture repair experts, providing insurance, commercial, and furniture care solutions tailored to meet the needs of top retailers, insurers, manufacturers, and leisure companies across the country. We are building a dynamic team where every contribution matters, from seasoned professionals guiding us with their expertise to bright new minds bringing fresh perspectives.
We are looking for an IT Support Technician.
Role Purpose
* To ensure customer satisfaction by delivering support services professionally and efficiently.
* To troubleshoot and repair supported IT hardware and software.
* To monitor current services and take proactive actions.
* To install new or replacement IT products as required.
Key Accountabilities
* Respond to hardware and software break/fix service calls and ensure equipment is fixed within the agreed Service Levels, including equipment with field technicians.
* Log all customer requests for service on the OTRS service desk system and ensure proper call progression.
* Perform authorized software installations and operating system rebuilds as necessary.
* Accurately complete asset labeling and associated paperwork in line with Castelan’s IT Asset Management policy.
* Manage end-user security access and email accounts in line with company policies.
* Complete ad-hoc IT projects as directed by the IT Operations Manager.
* Use the service desk system to schedule work and communicate with customers.
* Assist with IT equipment moves and changes as requested.
* Collaborate with team members to troubleshoot and resolve hardware and software issues, escalating incidents as needed.
* Perform on-site analysis, diagnosis, and resolution of 1st and 2nd line problems for end users, recommending and implementing solutions.
* Maintain working knowledge of current network protocols, operating systems, software, and standards, including Microsoft Windows 10, Windows Server 2008/2012/2016/2019, Microsoft Office Suite, and ITIL.
Specialist / Technical Knowledge
* Basic networking knowledge, including DHCP.
* Desktop support skills.
* Experience with Service Desk tools.
* Understanding of ITIL methodology.
* Experience with Active Directory and Office 365 is desirable.
Background and Knowledge
* Solid experience providing 1st and 2nd line support in a professional environment.
* Technical skills and working knowledge of desktop systems and Windows Server environments.
* Experience with server virtualization (Microsoft Hyper V) is advantageous.
Other
The above profile is not exhaustive; the company may require the role holder to undertake other duties as necessary.
Minimum 12 months experience required.
How to apply
Submit your CV and cover letter outlining your relevant experience via our Careers page by close of business on Friday, 04 July 2025. Applications via Indeed will not be monitored.
Visit: https://castelangroup.bamboohr.com/careers
Castelan is an equal opportunity employer. Due to the role location, travel is required. We cannot sponsor visas at this time. We are not seeking agency support currently.
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