TECHNICAL SKILLS AND KNOWLEDGE

• Operating Systems: In-depth knowledge of Windows operating systems (client and server versions, e.g., Windows 10/11, Windows Server 2016) and familiarity with macOS.
• Networking: Understanding of network protocols (TCP/IP), network configuration (routing, switching, firewalls, Wi-Fi), and troubleshooting network connectivity issues.
• Hardware: Proficiency in supporting and troubleshooting desktop PCs, laptops, mobile devices, and peripherals (printers, etc.).
• Software & Applications: Experience with Microsoft Office suite, Active Directory for user and permissions management, and other common business applications used by the company.
• Virtualization & Cloud: Familiarity with virtualization technologies (VMware, Hyper-V) and cloud platforms like Microsoft 365, Azure AD, and potentially other cloud services used by the business.
• Security: Basic understanding of cybersecurity concepts, including anti-virus software, patching, and data backup/recovery.
• Problem-solving & Diagnostics: Strong ability to diagnose, analyse, and resolve complex technical issues, often requiring investigation and root cause analysis.
• Documentation: Ability to document troubleshooting steps, resolutions, and knowledge base articles for future reference and support.

SOFT SKILLS

• Communication: Excellent verbal and written communication skills to clearly explain technical issues and solutions to non-technical users.
• Customer Service: A customer-focused mindset with a polite and helpful approach, empathy, and the ability to manage user expectations.
• Troubleshooting & Prioritisation: Ability to prioritize and manage multiple support requests effectively, especially when under pressure.
• Adaptability: Openness to learning new technologies and adapting to the evolving needs of the business.
• Teamwork: Ability to work collaboratively with other IT support staff and other departments, escalating issues to 3rd line support or management as needed.
• Independent Work: Confidence and ability to work independently with minimal supervision when required.

EXPERIENCE AND QUALIFICATIONS

• Experience: 3+ years of experience in an IT support or service desk role, with experience resolving issues through 1st line to 2nd line support.
• ITIL: Understanding of ITIL framework for IT service management best practices.
• Certifications: Relevant certifications such as CompTIA A+, CompTIA Network+, Microsoft Certified: Azure Fundamentals, or ITIL would be preferable.
• Driver’s license and access to a vehicle

ROLE & RESPONSIBILITIES

As an IT Service Desk Technician, you will provide 1st and 2nd line technical support to the wide business group based at our head office in Lytham with occasional travel to other sites.

IN THIS ROLE YOU WILL BE RESPONSIBLE FOR:

• Act as the first point of contact for technical issues. Responding to incidents coming through Service Desk and providing solutions or escalation to appropriate team members
• Delivering support remotely or face to face desktop for PCs, Macs, handheld devices, printers, and networking, including configuration and repairs
• To carry out routine configuration and installation of software and hardware.
• To provide customer service excellence, ensuring all user contact is handled in a pleasant, helpful, and professional manner, with regular updates.
• User onboarding / offboarding processes
• Logging and maintaining of assets and user equipment register
• Take a proactive approach to IT security and regulatory compliance
• Daily Infrastructure maintenance and monitoring tasks
• Documenting process and contributing to the IT knowledgebase