About this role
Job Vacancy The 1st / 2nd Line IT Support Desk Technician is responsible for delivering high-quality IT support to over 220 employees across seven offices. <br> <br>The role is primarily focused on providing first and second line support for hardware, software, Microsoft 365 services and business applications, ensuring users receive a professional, responsive and effective support experience.<br> <br>This role requires you to have a Full UK driving licence and access to a vehicle to travel to our offices to support end users as and when needed.<br><br><strong>Please note: This is an office based vacancy, based in Marks Tey, Colchester. <br> </strong><br><strong>THE ROLE</strong><br> <br><strong>Service Desk Support</strong><br><ul><li>Provide first and second-line IT support to employees across multiple offices.</li><li>Respond to support requests through the Service Desk Portal and telephone.</li><li>Manage incidents and service requests within agreed timescales.</li><li>Keep support tickets accurate and up to date, recording actions and resolutions.</li><li>Escalate more complex issues to senior members of the IT team when required.</li><li>Keep users updated on progress and expected resolution times.</li></ul> <br><strong>End User Support</strong><br><ul><li>Troubleshoot issues with computers, laptops, mobile devices and other IT equipment.</li><li>Resolve hardware, software, printing and connectivity issues.</li><li>Support users with Windows, Microsoft Office and Microsoft 365 applications.</li><li>Assist with Microsoft Teams, Outlook, OneDrive and other Microsoft 365 services.</li><li>Provide support by telephone, remote access or in person.</li></ul> <br><strong>Device Management</strong><br><ul><li>Set up, configure and deploy laptops, desktops and mobile devices.</li><li>Support the IT setup and removal of equipment for new starters and leavers.</li><li>Prepare and maintain equipment for new and existing employees.</li><li>Keep accurate records of IT equipment and software.</li><li>Liaise with suppliers and manufacturers regarding repairs, warranties and replacements.</li></ul> <br><strong>Microsoft 365 Administration</strong><br><ul><li>As experience develops, responsibilities may include:</li><li>Manage user accounts, passwords and access within Microsoft 365 and Entra ID.</li><li>Administer Exchange Online, SharePoint, OneDrive and Microsoft Teams.</li><li>Support device management through Intune and Windows Autopilot.</li><li>Manage Microsoft 365 licences and permissions.</li><li>Assist with security and access policies under guidance from senior team members.</li></ul> <br><strong>Infrastructure Support</strong><br><ul><li>Assist with routine system monitoring and maintenance.</li><li>Support IT security, antivirus and software updates.</li><li>Assist with backup and recovery processes.</li><li>Help troubleshoot network issues where required.</li><li>Support IT projects, system upgrades and new technology implementations.</li></ul> <br><strong>Continuous Improvement</strong><br><ul><li>Identify recurring issues and trends to help improve IT support.</li><li>Create and maintain IT guidance, documentation and knowledge base articles.</li><li>Suggest improvements to IT processes and the user experience.</li><li>Keep up to date with Microsoft technologies and IT best practice.</li></ul> <br><strong>WHAT EXPERIENCE DO I NEED?</strong><br> <br><ul><li>Experience in an IT Service Desk, Helpdesk or Technical Support role.</li><li>Good troubleshooting and problem-solving skills.</li><li>Experience supporting Windows 10/11.</li><li>Good knowledge of Microsoft Office and Microsoft 365.</li><li>Experience supporting laptops, desktops, printers and mobile devices.</li><li>Experience using the following systems is desirable - Microsoft 365 Administration, Microsoft Entra ID, Microsoft Intune, Windows Autopilot, SharePoint and OneDrive, Exchange Online, Active Directory, Remote support tools such as TeamViewer, Endpoint security, Azure</li></ul> <br><strong>WHAT SKILLS SHOULD I HAVE?</strong> <br><br><ul><li>Good communication and customer service skills</li><li>Ability to manage and prioritise multiple tasks</li><li>Be proactive when responding to tickets </li><li>Strong attention to detail </li><li>Time management skills and ability to work towards a deadline</li><li>Good interpersonal skills </li><li>Ability to adapt your communication to the end user</li></ul>