Role Overview
Act as the first point of contact for IT-related incidents and service requests, providing effective resolution or escalation as necessary. Troubleshoot and resolve hardware, software, and network issues for end users. Assist with new starter setups, including laptop configuration, software installation, and account provisioning. Support the maintenance of IT equipment, including laptops, peripherals, and docking stations. Maintain IT asset inventory keeping accurate records of IT assets. Document troubleshooting steps and solutions in the ticketing system, ensuring accurate records are maintained.
Qualifications
* GCSEs (or equivalent) including English and Mathematics.
* Strong problem-solving and troubleshooting skills.
* Excellent communication and customer service skills with the ability to explain technical concepts to non-technical users.
* Ability to work independently and as part of a team.
* Good organisational skills with the ability to prioritise and multitask effectively.
* Proven experience in an IT support or help desk role.
* Hands‑on experience with hardware troubleshooting and maintenance.
* Experience with ITSM systems (e.g., Jira Service Management).
* Experience with Active Directory and user account management.
* Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation).
* NVQ Level 3 or higher in IT, Computing, or a related field.
* Experience in supporting Google Workspace desirable.
* Knowledge of endpoint management platforms.
* Basic scripting skills desirable.
* Familiarity with resolving issues in a hybrid working setup (e.g., VPNs, remote access tools).
* Participation in IT hardware or software rollouts/migrations.
Benefits package
* Excellent Stakeholder pension scheme, up to 10% employer contribution.
* 5 weeks holiday plus bank holidays per annum, increasing to 6 weeks with length of service.
* Flexible annual leave policy to buy or sell holiday leave.
* Paid volunteering days.
* Cycle to work scheme.
* Health cash plan.
* Life assurance.
* Wellbeing related benefits.
What can you expect from your recruitment?
To apply for this position, please submit your CV on our career's website. It is necessary for you to have the legal right to work in the UK when you begin employment with South East Water. Additionally, as part of the employment offer, you will need to pass background, identity, and employment referencing checks. If this sounds like the opportunity you've been looking for, apply now!
Compensation package
£26,000 - £32,000 dependent on experience
Commitment to diversity and inclusion
We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That's why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion, and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.
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