IT Support Technician

IT Support Technician

Reporting to: Head of Operations, with dotted line for IT strategy and direction and technical approval into CPTO.

Location: Bracknell: Onsite.

About the role
We're looking for a hands-on IT Support Technician to be the first point of contact for technology issues across our business providing hands on, front line practical support. You'll be the person people come to when something's not working, sitting with the team, knowing our systems, and keeping everyone up and running day to day.
You'll work alongside our managed service partner who handles infrastructure, security, and escalations, and who will help support your development through training and access to documentation. This is a great opportunity for someone looking to build a long-term career in IT, with a clear path to grow within the business as your skills develop.

What you'll be doing
Day-to-day user support
Be the on-site first point of contact for all desktop, laptop, and hardware issues raised by staff
Troubleshoot Wi-Fi, VPN, and connectivity problems

Support our users with setup and troubleshooting of video conferencing and presentation systems
Support users with day-to-day application queries and issues

Managed internal support requests, triage, respond, own to resolution incoming IT support requests
Escalate and work with our MSP partner when necessary with clear context, to resolve issues

User and device management
Set up and configure laptops, mobile devices, and peripherals for new starters
Deploy devices using a maintained golden image: typically 30 minutes per laptop
Procure hardware and manage the relationship with hardware suppliers
Create and disable user accounts (joiners and leavers)
Manage access permissions, desktop setup, and profile issues

Maintain and manage a fleet of approximately 80-100 laptops across the business
Create and maintain the golden image and keep the golden image up to date as software requirements change

Provide internal support and training on IT security and best practice
Coordinate procurement and deployment of new devices on an ongoing basis

Keep our meeting rooms looking fit for customer presentation, fully functioning - cabled, AV conferencing systems working, checked each day and logged, issues remediated.

Tidy cable runs and functional cables used, or faulty ones replaced throughout the office

Maintain functional state and administer office printers, ensuring operation, ink/toner

Ensure there are no failed screens or office peripherals, replace or fix damaged or failed equipment

Maintaining and keeping lab and office cabling tidy and presentable at all times

Organising, documenting and maintaining lab and office technical equipment storage in the storeroom, cupboards and drawers

Techex lab equipment racking, cabling, management and equipment prep and troubleshooting

Device flashing and firmware application on devices

Deliver technical onboarding to new starters

Deliver regular training on our IT policies and processes

Feed back into, update documentation, and help improve and maintain our IT policies and processes

Create, and maintain an IT knowledgebase and systems documentation for our users

Physical server and lab equipment installation and organisation.

Work with third party IT providers on 2nd and 3rd line escalations

What we're looking for
Proven experience in a 1st line IT support or IT admin role
Comfortable with Windows desktop environments and Microsoft 365
Experience setting up and troubleshooting laptops, mobiles, and peripherals
Able to manage user accounts (Active Directory / Entra ID)

Able to set up, administer and troubleshoot outlook mailboxes and MS Exchange
Confident communicator; you’ll be the face of IT for colleagues across the business
Self-motivated and comfortable managing a support queue independently
Happy to do the practical, hands-on work: setting up computers, running cables, maintaining AV/conferencing systems, swapping hardware

Nice to have
Experience working alongside an MSP or escalation partner
Familiarity with device imaging and deployment
Basic networking knowledge (Wi-Fi, DNS, DHCP , network troubleshooting)

Linux admin skills

Techex has an impressive history with extremely high customer engagement and satisfaction. As a business we have developed consistently through our stellar reputation in the industry. We have recently secured the Great Place to Work accreditation for the third year, and our core five values of Accountability, Respect, Trust, Innovation and Integrity are vital to our success. We seek out individuals who enjoy developing their professional skills and are always learning new things whilst supporting and sharing their learnings with others. We look for candidates who are aligned to our values and who can amplify these more broadly as our business grows.

Techex seek out talented professionals who are keen to scale up with Techex as we grow fast, whilst maintaining our focus of delivering world class support for our customers.

We have a flexible working policy, and you are empowered to work in a way that sets you up to be successful and deliver the necessary impact in your role. This role is based at our UK Headquarters in Bracknell so regular time in the office is required during the first 3-6 months with flexibility to work from home when necessary.

In addition to competitive salaries and bonus schemes, we offer a package of flexible benefits you can design to suit your needs.

• Private Medical or Healthy living allowance.
• Life Assurance.
• Company Pension matching up to 5%.
• Wellbeing support for you and your family (including bereavement, probate and menopause support, access to virtual GP and more)
• Discounted gyms, family savings and discounts.
• Cycle to work scheme.
• EV charging onsite.
• Onsite café and excellent free breakfast goodies and barista coffee.
• Ongoing training and professional development.