IT Support Technician
Posted
Summary
Provides first and second-line IT support to users across Blackpool Transport's operations, engineering, finance, and admin teams — diagnosing hardware/software/network issues, managing accounts in Active Directory, Entra ID and Microsoft 365, maintaining IT assets, and supporting business-critical systems like ticketing and payment platforms.
The IT Support Technician is responsible for providing first and second-line IT support across Blackpool Transport's operational and corporate environments. This role will support users across multiple departments, including operations, engineering, finance, customer services, and administration.
The successful candidate will diagnose and resolve technical issues, manage user accounts and devices, maintain IT assets, assist with business-critical applications, and contribute to the continuous improvement of ICT services.
As a key member of the ICT team, you will help ensure that technology enables the safe and efficient delivery of transport services whilst providing excellent customer service to internal users.
Service Desk & User Support
- Provide professional and responsive first and second-line IT support to users across the organisation.
- Log, prioritise, investigate, and resolve incidents and service requests within agreed service levels.
- Troubleshoot issues relating to hardware, software, networking, printing, mobile devices, and peripheral equipment.
- Escalate complex incidents to third-party providers where required and manage them through to resolution.
- Maintain excellent communication with users throughout the lifecycle of support requests.
- Participate in on-call or out-of-hours support arrangements where required.
User Account & Access Management
- Administer user accounts within Microsoft Active Directory, Entra ID (Azure AD), Microsoft 365, and other business systems.
- Create, modify, and remove user accounts in accordance with company policies and security standards.
- Manage permissions, group memberships, and access rights to ensure compliance with the principle of least privilege.
- Support multi-factor authentication and security controls across the business.
Operational Systems Support
- Support business-critical applications, including:
- Electronic ticketing systems
- Contactless payment platforms
- Scheduling and operational systems
- Engineering and maintenance applications
- Payroll and finance systems
- Fleet and depot management systems
- Liaise with software vendors and service providers to resolve issues and maintain service availability.
- Monitor system performance and report recurring issues and trends.
Hardware & Asset Management
- Configure, deploy, and maintain laptops, desktops, tablets, mobile devices, printers, and specialist operational equipment.
- Maintain an accurate inventory of IT assets and software licences.
- Manage the lifecycle of IT equipment from procurement through to disposal.
- Ensure hardware replacements and upgrades are completed efficiently and documented appropriately.
New Starters & Employee Lifecycle
- Work closely with HR and department managers to support onboarding and offboarding processes.
- Prepare equipment, accounts, and system access for new employees before their start date.
- Ensure access rights are removed promptly for leavers, and all company assets are recovered.
Documentation & Compliance
- Maintain accurate records of incidents, service requests, system changes, and resolutions.
- Develop and update technical documentation, user guides, and standard operating procedures.
- Assist with compliance requirements relating to Cyber Essentials, GDPR, data protection, and information security policies.
- Support ICT audits and security reviews where required.
Continuous Improvement
- Identify opportunities to improve IT services, processes, and user experience.
- Assist with ICT projects, software deployments, upgrades, and infrastructure improvements.
- Promote best practice in technology usage and cybersecurity awareness throughout the organisation.
- Demonstrate Blackpool Transport's values and contribute positively to a customer-focused culture.
Behaviours
- Safety-focused, reliable and diligent in all work activities.
- Positive, proactive and committed to high standards of workmanship.
- Customer Focused with strong service mentality.
- Able to remain calm under pressure and respond effectively to operational incidents.
- Respectful and collaborative when working with colleagues, managers and stakeholders.
- Accountable for personal performance, development and compliance with company standards.
- Flexible and willing to support the wider company where required.
Health and Safety Responsibilities
The postholder must take reasonable care for their own health and safety and that of others who may be affected by their acts or omissions. They must comply with company health and safety policies, procedures, training, risk assessments and safe systems of work, and must report any unsafe condition, defect, incident or near miss promptly.
The postholder must not undertake work, operate equipment or use machinery unless trained, competent and authorised to do so. They are expected to contribute to a safe, professional and well-controlled environment at all times.
Essential
- Experience in a Service Desk, IT Support, or IT Administrator role.
- Strong knowledge of Microsoft Windows operating systems.
- Experience supporting Microsoft 365 environments.
- Working knowledge of Active Directory and Microsoft Entra ID.
- Understanding of networking fundamentals including DNS, DHCP, TCP/IP, and wireless networking.
- Excellent troubleshooting and fault-finding skills.
- Strong customer service and communication skills.
- Ability to prioritise workload and manage multiple tasks effectively.
Desirable
- Experience with Microsoft Intune and endpoint management solutions.
- Experience supporting ticketing, payment, retail, or transport-related systems.
- Knowledge of cybersecurity best practices.
- Familiarity with CCTV, telematics, vehicle technology, or depot systems.
- Microsoft, CompTIA, or equivalent IT certifications.
- Full UK Driving License
- 29 days’ holiday per year inclusive of 8 public holidays increasing to 33 with continuous service.
- Free travel on all our bus and tram services (with additional passes available for a few of your nearest and dearest).
- Learning and Development opportunities.
- Enrolment into the Blackpool Transport pension scheme and access to pension advice if needed.
- Work/life assistance offering help and support available 24 hours a day through our Employee Assistance Programme.
- Exclusive Discounts on shopping, days out and much more through Spark.
- Free onsite parking
- Death in service benefit
- Discounted Gym membership at all Blackpool Council gyms.