Job Purpose Summary
The IT Support Technician is a key member of the front-line support team, responsible for triaging and resolving IT incidents and service requests in a timely and professional manner. This role requires a strong focus on customer service, accurate issue identification, and effective escalation to IT Support Engineers when necessary. The successful candidate will play a critical role in maintaining productivity across the business by delivering efficient support to end users, including office-based and warehouse environments.
Role Responsibilities
* Act as the first point of contact for IT incidents and service requests received via phone, email, and in person.
* Triage incoming tickets to accurately assess severity, impact, and priority, ensuring correct categorisation and prompt resolution or escalation.
* Resolve a wide range of first-line issues including hardware support, password resets, basic application errors, and connectivity issues.
* Escalate complex or high-priority incidents to IT Support Engineers with clear documentation and context.
* Maintain accurate and detailed records of all support activity in the IT service management system.
* Provide a high standard of customer service to employees of varying levels of technical expertise, including VIPs and Directors.
* Support IT service requests such as user account setup, hardware configuration, software installations, and equipment deployment.
* Monitor ticket queues to ensure SLA compliance and timely updates to users on incident/request status.
* Assist in the documentation of support procedures and creation of knowledge base articles.
* Support local and remote users across multiple locations, including occasional travel to other CMS sites if required.
* Liaise with third-party service providers to assist in resolving support issues where applicable.
* Contribute to a positive team environment and assist colleagues with workload during peak demand periods.
* Support IT-related projects and tasks under the guidance of more senior team members.
Additional Responsibilities and Skills & Personal Attributes
* Minimum of 1 year experience within an IT support or service desk environment, or a degree in a relevant field.
* Certifications such as CompTIA A+, Microsoft MCP, or equivalent are desirable.
* Strong customer service focus and excellent communication skills.
* Good understanding of common IT systems and troubleshooting techniques.
* Ability to follow defined procedures and work effectively under supervision.
* Logical thinking and a methodical approach to problem-solving.
* Ability to manage time and priorities effectively in a fast-paced environment.
* Technical proficiency in:
o Laptop, desktop, and mobile device support (Windows/macOS/iOS)
o Microsoft Office 365 applications and services
o Windows 10/11 operating systems
o Basic networking principles (e.g., IP addressing, Wi-Fi connectivity)
o Printer and peripheral device setup and troubleshooting
Person Profile
* Confident, courteous, and professional when dealing with end users.
* Able to work well as part of a team and contribute to a collaborative support culture.
* Keen to learn, develop new skills, and progress in a technical career path.
* Demonstrates initiative and a willingness to take ownership of tasks.
* Comfortable working in both office and warehouse settings with varied technical needs.
Key Traits
CMS believes that a diverse and inclusive workforce enriches and is integral to the success of our company. We value diverse opinions and perspectives, and therefore welcome candidates from all backgrounds including but not limited to, ethnicity, gender, age, nationality, culture, religious beliefs, sexual orientation, and neuro-diversity.
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