Do you want to work for a business in highly regulated sectors, including Nuclear and Defence? Would you like to be involved in high-impact work, where your contributions support mission-critical operations? Do you want to gain hands-on experience with enterprise-level systems, helping you build a strong technical foundation? If this sounds like the role for you, click apply to take the next step! The Opportunity An exciting opportunity has become available for an ambitious IT Support Technician to join one of our key clients on a contract basis. As IT Support Technician, you will play a key role, working along seasoned professionals tacking technical challenges daily, from troubleshooting to system upgrades. Your duties and responsibilities will be Provide first-level IT technical support and problem resolution online and over telephony to all end-users with software, hardware and application problems via the ServiceNow ticketing system Lifecycle ticket management, ensuring all tickets are dealt with and closed out or escalated to second-level support in a timely and professional manner Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases Maintain communications with customers throughout the problem resolution process Administer user accounts via Active Directory, group membership and rights assignment based on established procedures Technical Troubleshooting End User Compute (EUC), Networking, Applications (inc. common enterprise applications and M365), Printing, Unified Communications, including meeting room facilities (video conferencing), fixed and mobile telephony, video conferencing (e.g. Microsoft Teams, Zoom) Report any pattern or trends to management for proactive problem management Refer to internal IT news, Knowledge articles, and general industry updates to stay up-to date with recent changes or new implementations Share observations with team and update Knowledge Base articles Willing to perform other reasonable IT related duties if required as requested by management You will have the following qualifications & experience: Experience in an IT support or a similar technical role, with a strong background in system, network, and application support Experience with ServiceNow or similar IT ticketing systems Experience in customer-focused environments, providing high-quality technical support Ability to explain technical concepts to non-technical users Follow Security procedures and keep a vigilant eye for Cyber Security issues Excellent knowledge of service desk processes and functions in support of end-user computing needs Strong knowledge of troubleshooting Windows Desktop (10 & 11) Strong knowledge and hands-on experience of Enterprise Hyrbid environments: on-prem Microsoft Azure Strong knowledge of current Microsoft 365 (inc. Office 365) desktop operating system and application software (adds, removes, password resets) – certification preferred but not essential (MS-100/101/102) Demonstrated knowledge of personal computer hardware configuration and setup Understanding of basic Networking and troubleshooting Basic understanding of IP addresses, DNS and what makes up an IT network Diagnosing internet connection issues, WiFi issues Experience with EUC environments and management platforms (e.g. SCCM, inTune, Active Directory) Cloud Platform experience, including 3rd party SaaS Experience with Video Conferencing and telephony systems First-class customer service and communication skills; will be working with end users in multiple countries, with different cultures and occasional language complexities (fluent English written and verbal is required for this role) Problem-solving and troubleshooting abilities A professional "can-do" attitude and a positive, enthusiastic approach Ability to work independently and as part of a team It’s great if you also have the following Automation experience Scripting Low code / No code tooling (e.g. MS PowerPlatform) Millbank Holdings Ltd is an equal opportunities employer committed to creating an inclusive and diverse workforce. We welcome applications from all suitably qualified individuals, regardless of background, and encourage candidates from underrepresented groups to apply. We are proud to be a member of the Disability Confident Scheme, and we are committed to ensuring an accessible and supportive recruitment process for everyone. If you require any adjustments at any stage, please let us know and we’ll do our best to accommodate. Millbank operates as both an Employment Agency and an Employment Business. Millbank Holdings Ltd is an equal opportunities employer committed to creating an inclusive and diverse workforce. We welcome applications from all suitably qualified individuals, regardless of background, and encourage candidates from underrepresented groups to apply. We are proud to be a member of the Disability Confident Scheme, and we are committed to ensuring an accessible and supportive recruitment process for everyone. If you require any adjustments at any stage, please let us know and we’ll do our best to accommodate. Millbank operates as both an Employment Agency and an Employment Business