Our IT First Line Support Role
* Hours - full time, 40 hours per week, 9am to 5pm, with some flexibility
* Location – Head Office in Stowlangtoft (on site), occasional travel to care homes in Norfolk, Suffolk & Essex
* Full driving licence with access to own vehicle
* Salary – 25k to 30K dependant on experience
* Possible Hybrid working options
* Reporting to – Head of Technology and Services
Key Responsibilities:
* Provide first-line technical support and troubleshooting for hardware, software, and network issues via phone, email, and in-person.
* Log, prioritize, and manage all support requests using our IT ticketing system
* Perform initial diagnosis and resolution of common IT problems, including password resets, account lockouts, software installations, and printer issues.
* Assist users with basic application support (e.g., Microsoft Office suite, email clients).
* Escalate issues to appropriate second-line support or appropriate IT teams.
* Maintain accurate records of IT assets and configurations.
* Assist with the onboarding and offboarding of employees, including setting up new user accounts and equipment.
* Contribute to the creation and maintenance of IT documentation and knowledge base articles.
* Proactively identify recurring issues and suggest improvements to IT processes.
* Adhere to IT policies and procedures, including security best practices.
* Provide excellent customer service, maintaining a professional and helpful demeanour at all times.
Key Skills
* Strong understanding of MDM management of endpoints via Microsoft Entra/Intra
* Familiarity with basic networking concepts
* Strong customer service orientation and a commitment to user satisfaction.
* Ability to work independently and as part of a team in a fast-paced environment.
* High level of attention to detail and accuracy.
* Confident communicator
* Behave in a professional manner in all communications and responses
Desirable (but not essential) Skills:
* Experience with Mac OS
* Experience working with Python/Json scripts
* Experience working in and around vulnerable adults
* Familiarity with asset management systems
What are some of the benefits we can offer you?
Working for the best care provider in the UK. Winner of the Excellence in Small Residential Care Award - LaingBuission Awards 2024, Care Group of the Year Winner- National Care Awards 2023, 2022 & 2021. Care Employer of the Year- National Finalist at the Great British Care Award 2025.
Highly competitive pay rates
Company pension scheme
Support to obtain qualifications
Free wifi
Free DBS (Ts and Cs apply)
Free staff meal
About Us
Stow Healthcare is a national award winning company. Our care homes are fantastic places to work and to live and we want our staff to feel as passionate about high quality care as we do.
About Support Office – The Brew House
Stow Healthcare Group Office is the head office for the business based on the Stowlangtoft Hall site.
The office comprises Group Operations, Compliance, Finance, Admissions Management and Human Resources