IT Support Technician

PRIMARY OBJECTIVES

A short clear statement on what the key purpose and intended goals of the position are.

• Provide reliable, customer-focused IT support across office, site and remote environments to help employees work safely, efficiently and securely.
• Manage incidents, service requests, user support, hardware, software, Microsoft 365 services, connectivity issues and assigned project tasks with minimal supervision.
• Contribute to business continuity, cybersecurity awareness, documentation, asset control, continuous improvement and strong stakeholder relationships.

JOB REQUIREMENTS & ACCOUNTABILITIES

The main functions of the job and what the employee is expected to achieve and be accountable for, including specific safety items.

• Service Desk and End User Support: Provide timely first-level and, where appropriate, second-level support for hardware, software, mobile devices, printers, peripherals, collaboration tools and standard business applications.
• Incident and Request Management: Log, prioritise, investigate, resolve and close incidents and service requests using approved processes, while escalating high-impact or complex issues when required.
• Hardware, Software and Microsoft 365 Support: Install, configure, maintain and troubleshoot approved devices, operating systems, applications, Outlook, Teams, SharePoint, OneDrive and related cloud services.
• User Administration: Assist with user onboarding, role changes, offboarding, account access, passwords, multi-factor authentication, permissions and licence allocation in line with approved controls.
• Asset and Inventory Management: Maintain accurate records of IT equipment, accessories, software licences, stock movements, allocations, returns, repairs, warranty claims and secure disposal.
• Cybersecurity and Compliance: Follow company IT policies, access controls, data protection requirements and cybersecurity practices, and escalate suspected security incidents promptly.
• Documentation and Knowledge Management: Maintain ticket notes, support procedures, user guides, known issue records and knowledge articles to improve consistency and reduce repeat incidents.
• Vendor and Third-Party Coordination: Liaise with approved vendors and service providers for support cases, repairs, procurement follow-up, warranty matters and service escalations.
• Continuous Improvement: Identify practical opportunities to improve support processes, reporting, automation, documentation, standardisation, user experience and cost control.

SAFETY SKILLS

Specific safety related skills or qualifications required to fulfil the position effectively.

• Demonstrated understanding of workplace health and safety requirements, site rules, risk controls and safe work procedures.
• Ability to apply safe manual handling practices when lifting, moving, installing or transporting IT equipment.
• Ability to identify and report hazards, incidents, near misses and unsafe conditions promptly.
• Commitment to maintaining safe work areas when performing IT support activities in offices, workshops, warehouses and site environments.

EDUCATION / QUALIFICATIONS / EXPERIENCE

• Certificate, diploma or degree in Information Technology, Computer Science, Information Systems or a related discipline, or equivalent practical experience (Essential).
• Minimum one to three years’ experience in IT support, service desk, desktop support, field support or a similar technical role (Essential).
• Experience supporting Windows devices, Microsoft 365, Teams, Outlook, SharePoint, OneDrive, printers, mobile devices and common business applications (Essential).
• Practical knowledge of user accounts, permissions, basic networking, endpoint protection, patching, asset management and secure configuration practices (Essential).
• Experience using a ticketing system and following IT service management practices such as incident, request, problem, change, asset and knowledge management (Preferred).
• Relevant certifications such as ITIL Foundation, Microsoft 365 Fundamentals, CompTIA A+, Network+ or equivalent vendor training (Desirable).

PERSONAL ATTRIBUTES

• Strong customer focus with a professional, respectful and helpful approach to user support.
• Accountable, reliable and able to manage assigned work with minimal supervision.
• Clear communicator who can explain technical issues in plain language and keep stakeholders informed.
• Strong problem-solving ability, attention to detail and willingness to investigate issues thoroughly.
• Adaptable and able to respond positively to changing priorities, urgent incidents and operational demands.
• Team-oriented, collaborative and willing to share knowledge with colleagues and users.
• Demonstrates initiative, continuous learning, safety awareness and commitment to improvement.