Information Technology Support Technician

Allan Webb; Stonehouse; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is looking for a motivated 1st Line IT Support Technician to join their dynamic support team in Stonehouse. This role is pivotal as the first point of contact for clients, where you'll troubleshoot and resolve technical issues while delivering exceptional customer service. You'll engage with clients via Microsoft Teams and email, manage tickets, and collaborate with third-party suppliers. With a focus on proactive problem-solving and adherence to SLAs, this position offers a fantastic opportunity to grow your IT skills in a supportive environment. Join a company that values teamwork and a customer-centric approach!

Qualifications

• IT-related certifications are a plus but not essential.
• A relevant IT degree or equivalent experience is advantageous.

Responsibilities

• Provide first-line support via chat and email.
• Troubleshoot hardware and software problems.
• Document resolutions and create knowledge articles.

Skills

IT Support Experience

Problem-Solving Skills

Windows OS Knowledge

Active Directory

Office 365

PowerShell

Communication Skills

Customer Service

Teamwork

Education

IT-related Certifications (e.g., CompTIA A+, ITIL Foundation)

Relevant IT Degree or Equivalent Experience

Tools

IT Service Management Tool

Remote-Control Systems

Job description

About the Company

We are seeking a motivated and customer-focused 1st Line IT Support Technician to join our busy support team based in Stonehouse, Gloucestershire. As the first point of contact for our clients, you will troubleshoot and resolve technical issues while providing excellent customer service.

About the Role

Provide first-line support via Microsoft Teams chat and email. Troubleshoot hardware and software issues, log and manage tickets, and connect remotely to resolve technical problems. Escalate complex issues to the 2nd Line Support team. Document solutions and create knowledge articles in accordance with ISO27001 standards. Liaise with third-party suppliers on technical and licensing issues. Maintain a proactive approach to recurring issues and ensure SLAs are met.

Responsibilities

• Provide first-line support via chat and email.
• Troubleshoot hardware and software problems.
• Manage tickets using our IT service management tool.
• Use remote-control systems to resolve issues.
• Escalate complex issues appropriately.
• Document resolutions and create knowledge articles.
• Coordinate with third-party suppliers for technical and licensing issues.
• Proactively resolve recurring issues.
• Meet all SLAs within designated timeframes.

Qualifications

IT-related certifications (e.g., CompTIA A+, ITIL Foundation) are a plus but not essential. A relevant IT degree or equivalent experience is advantageous.

Required Skills

• Experience in IT support or customer service preferred.
• Strong problem-solving skills and attention to detail.
• Knowledge of Windows desktop and server OS.
• Familiarity with Active Directory, Office 365, PowerShell, and common IT applications.
• Excellent verbal and written communication skills.
• Customer-centric attitude and ability to stay calm under pressure.
• Teamwork and collaboration skills.

Preferred Skills

We welcome applications from experienced professionals, including service leavers, veterans, reservists, and military spouses/partners. The role requires the right to work in the UK and SC security clearance. Allan Webb Ltd is an equal opportunities employer supporting the Armed Forces Covenant.

Please apply by clicking on the link.