Hybrid IT Support Technician: Service & Incident Expert

Howden; Leeds; Hybrid; GBP 26,000 - 35,000; Full time

Job summary

Howden in Leeds is seeking an experienced IT Support Technician for a permanent, hybrid role. You will deliver high-quality IT support across the organisation, resolve incidents and requests, and contribute to service improvements while maintaining documentation and strong customer communication.

The role requires familiarity with ITSM platforms, Azure and Microsoft 365 administration, and PowerShell scripting, with ITIL certification preferred.

Qualifications

• Experience working within SLA targets and ability to manage workload based on business impact and urgency.
• Experience using an ITSM platform such as FreshService, ServiceNow or Jira Service Management.
• Experience working in a structured IT support environment.
• Experience with Microsoft Azure and Microsoft 365 administration.
• Basic PowerShell scripting.
• Participation in service improvement initiatives.
• Experience identifying recurring issues and raising problem records.
• ITIL certification.

Responsibilities

• Deliver high-quality IT support and service delivery across the organisation.
• Manage and resolve incidents, requests, and tasks within agreed service levels.
• Diagnose and resolve hardware, software, networking, Microsoft 365, and device-related issues.
• Contribute to ITIL-aligned service management processes and continual service improvement.
• Monitor and maintain IT systems and services for reliability and security.
• Assist with onboarding, offboarding, user accounts, access provisioning, and equipment deployment.
• Identify recurring issues and raise problem records for root-cause analysis.
• Support IT projects and technology deployments as required.

Skills

SLA targets

ITSM processes

Troubleshooting

Problem-solving

Education

ITIL certification

Tools

FreshService

ServiceNow

Jira Service Management

Microsoft Azure

Microsoft 365 administration

PowerShell

Job description

Howden in Leeds is seeking an experienced IT Support Technician for a permanent, hybrid role. You will deliver high-quality IT support across the organisation, resolve incidents and requests, and contribute to service improvements while maintaining documentation and strong customer communication.

The role requires familiarity with ITSM platforms, Azure and Microsoft 365 administration, and PowerShell scripting, with ITIL certification preferred.