IT Helpdesk Technician

Morland; Welshpool; On-site; GBP 32,000 - 42,000; Full time

Job summary

Morland is seeking an experienced IT Helpdesk Technician to provide first and second‑line support across our manufacturing and distribution operations in Welshpool. You will manage tickets, troubleshoot hardware and software, and assist with Microsoft cloud technologies and business applications.

The role covers end‑user support, infrastructure, device management, security, and business systems support across multiple sites, with opportunities to contribute to IT projects and continuous

Qualifications

• Minimum 3–5 years’ experience in IT support or helpdesk.
• Experience deploying and configuring PCs and laptops.
• Experience supporting Microsoft 365 environments.

Responsibilities

• Provide 1st and 2nd line IT support to users across multiple sites.
• Troubleshoot hardware, software, networking and connectivity issues.
• Manage helpdesk tickets and ensure timely resolution of incidents and service requests.
• Escalate issues to third‑party vendors when appropriate.
• Provide remote and onsite support to users.
• Manage user accounts, passwords, security groups and permissions.
• Troubleshoot Conditional Access policies and authentication issues.
• Assist with Microsoft 365 administration and licensing.
• Troubleshoot DNS, DHCP, TCP/IP and general network connectivity issues.
• Support wired and wireless networks.
• Diagnose VPN and site‑to‑site connectivity problems.
• Assist with firewall administration and security configuration.
• Build, configure and deploy Windows laptops and desktop PCs.
• Install and configure software and business applications.
• Maintain hardware inventory and asset records.
• Support printers, scanners and peripheral devices.
• Support endpoint security solutions.
• Assist with device encryption management.
• Monitor security alerts and vulnerabilities.
• Follow company cybersecurity policies and best practices.
• D365 Finance & Operations, D365 Commerce, Docentric, Access HR/Payroll/LMS
• Assist with Windows upgrades and device deployments.
• Support infrastructure projects.

Skills

Windows 11

Active Directory

DNS & DHCP

TCP/IP

Azure

Entra ID

Intune

VPN

Wi‑Fi

Job description

Location: Welshpool, Powys
Department: IT
Reports To: IT Process Manager
Type: Full Time, Permanent

Role Overview

We are seeking an experienced and proactive IT Helpdesk Technician to provide first and second-line support across a growing manufacturing and distribution business. The successful candidate will be responsible for supporting users, maintaining IT infrastructure, troubleshooting technical issues, deploying hardware, and assisting with the administration of Microsoft cloud technologies and business applications.

The role requires excellent communication skills, strong technical troubleshooting abilities and a customer-focused approach. The position offers exposure to a wide range of technologies including Microsoft 365, Azure, networking, security, wireless infrastructure, ERP systems and e-Commerce platforms.

Key Responsibilities

End User Support

• Provide 1st and 2nd line IT support to users across multiple sites.
• Troubleshoot hardware, software, networking and connectivity issues.
• Manage helpdesk tickets and ensure timely resolution of incidents and service requests.
• Escalate issues to third-party vendors where appropriate.
• Provide remote and onsite support to users.
• Manage user accounts, passwords, security groups and permissions.
• Troubleshoot Conditional Access policies and authentication issues.
• Assist with Microsoft 365 administration and licensing.

Infrastructure & Networking

• Troubleshoot DNS, DHCP, TCP/IP and general network connectivity issues.
• Support wired and wireless networks.
• Diagnose VPN and site-to-site connectivity problems.
• Assist with firewall administration and security configuration.

Device Management

• Build, configure and deploy Windows laptops and desktop PCs.
• Install and configure software and business applications.
• Maintain hardware inventory and asset records.
• Support printers, scanners and peripheral devices.

Security & Compliance

• Support endpoint security solutions.
• Assist with device encryption management.
• Monitor security alerts and vulnerabilities.
• Follow company cybersecurity policies and best practices.

Business Systems Support

• D365 Finance & Operations
• D365 Commerce
• Docentric
• Access HR, Payroll and Learning Management Systems (LMS)

Project Work

• Assist with Windows upgrades and device deployments.
• Support infrastructure projects.
• Contribute to IT continuous improvement initiatives.

Technical Skills

• Strong knowledge of:
  • Microsoft Windows 11
  • Active Directory
  • DNS
  • DHCP
  • TCP/IP Networking
  • Microsoft Azure
  • Microsoft Entra ID
  • Microsoft Intune
  • VPN technologies
  • Wi‑Fi and Wireless Networks

Experience

• Minimum 3-5 years’ experience in an IT Support or Helpdesk role.
• Experience deploying and configuring PCs and laptops.
• Experience troubleshooting networking and connectivity issues.
• Experience supporting Microsoft 365 environments.
• Experience supporting multiple business locations.

Soft Skills

• Methodical troubleshooting abilities.
• Ability to prioritise workload and manage multiple tasks.
• Ability to work independently with minimal supervision.
• Strong documentation and organisational skills.

Experience with any of the following would be highly advantageous:

Infrastructure

• WatchGuard Firewalls
• ESET Endpoint Security

Business Applications

• D365 Finance & Operations
• D365 Commerce
• Docentric
• Access HR, Payroll and LMS Systems

Certifications (Desirable)

• Microsoft Fundamentals (MS-900/AZ-900)
• CompTIA Network+
• CompTIA A+

Closing Date for applications: Friday 28th August 2026