Job Description
IT Support Technician
Purpose of the Role
The IT Support Technician is responsible for providing hands-on technical support, proactively resolving hardware and software issues, and maintaining complex IT systems. The role also focuses on building strong relationships with internal customers, ensuring a seamless IT experience, and supporting career development within a dynamic IT environment.
Key Responsibilities
* Provide hands-on IT support, troubleshooting hardware, software, and network issues.
* Proactively identify and resolve technical problems to minimise downtime.
* Manage repair and maintenance of complex IT systems.
* Build and maintain strong relationships with internal stakeholders, understanding their needs and ensuring high satisfaction.
* Respond promptly to IT concerns, delivering efficient solutions.
* Ensure smooth operation of company IT systems for optimal productivity.
* Travel occasionally to Bristol office and Maidenhead data centre as required.
Key Relationships
Internal:
* Reports to: Head of IT (Global)
* Collaborates with: Executive Team, Engineering, Sales, HR, Finance
External:
* Vendors, Customers (as needed)
Qualifications
Essential:
* Proven experience in IT support (3+ years).
* Strong technical knowledge of hardware, software, and networking.
Desirable:
* Degree in Computer Science, IT, or related field.
* Certifications (e.g., Network Administration, Cybersecurity).
Skills & Experience
Essential:
* Technical Expertise: Proficiency in OS, network infrastructure, and troubleshooting.
* Customer Service: Exceptional support skills with a user-focused approach.
* Problem-Solving: Strong analytical and troubleshooting abilities.
* Communication: Clear verbal/written skills to explain technical issues.
* Adaptability: Ability to work under pressure and manage changing priorities.
Desirable:
* Knowledge of cybersecurity best practices.
* Experience in network configuration and management.
* Commitment to continuous learning in emerging technologies.
Personal Attributes
* Trustworthy & reliable – delivers on commitments.
* Resilient & proactive – finds solutions under pressure.
* Team player – collaborates effectively and mentors junior staff.
* Detail-oriented – ensures high-quality work.
* Positive & adaptable – embraces company culture and change.
Career Development
* This role offers growth opportunities, including training and progression within IT support and related