IT Site Technician

Southern Water; Lewes; On-site; GBP 38,000 - 46,000; Full time

Job summary

Southern Water is seeking an IT Site Technician in Falmer to support incidents, problems and requests across the business. You will handle ServiceNow tickets via Teams, phone and email, providing remote and on-site support for desktops, laptops, printers and mobile devices.

You’ll triage, resolve 2nd/3rd line issues, build/maintain PCs and peripherals, maintain the CMDB, mentor juniors, and participate in improvement initiatives.

Qualifications

• Minimum 2 years in an Enterprise IT environment in desktop support/2nd line.
• Understanding of application technologies and ITIL-based service management.
• Logical troubleshooting approach and structured questioning.
• Health and Safety awareness and solid IT hardware knowledge.
• Strong written and verbal communication and customer focus.

Responsibilities

• Provide 2nd/3rd line support for laptops, desktops, printers and mobiles.
• Deliver remote and face-to-face support via site visits with a valid driving license.
• Build and install PCs, networks and peripherals in line with standards.
• Log and resolve software/network issues and suggest improvements.
• Maintain CMDB and contribute to project-based activities.

Skills

Communication

Team player

Problem solving

Customer focus

Health and Safety awareness

Education

ITIL Foundation preferred

Degree or technical qualification preferred

Tools

Windows 10/11

SCCM

Intune

MS Office 365

MS Server OS

Networking

VMware

Azure / Entra

Managed print environments

Job description

Closing Date

2026-10-30

Additional Job Description

JobTitle

IT Site Technician

Location

Falmer (Expectation to visit sites on a weekly basis)

Contract Type

Permanent

Hours

37

Salary

From £42k based on skills and experience

About the role

The IT Site Technician will work across a broad range of technologies and work across all areas of the business to support incidents, problems and requests.

The role will be responsible for answering IT requests via the ServiceNow ticketing platform, Teams, phone and email.

What you will be responsible for

The IT Site Technician will provide 2nd/3rd level general user support for laptop, desktop, printer, and mobile devices. Support will be delivered both remotely and face to face through site visits across the Southern Water region of operation. Full driving license and own vehicle are pre-requisites for the role.

This role requires strong technical expertise in a range of client OS platforms and technologies.

• Work as scheduled and directed by the IT Site Tech Team Lead and Digital Workspace Lead.
• Triage and where possible resolve tickets that have been raised in ServiceNow.
• To produce service improvement initiatives to increase the performance and resilience of in-scope technologies.
• Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards.
• Provide advice, collaborative effort and guidance to colleagues regarding incidents.
• Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance.
• Identify, log and resolve technical problems with software applications or network systems.
• Identify potential changes and system improvements to present to wider team for consideration and implementation through continuous improvement process.
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines.
• Carry out roadshows and workshops to increase IT visibility and train staff on new technologies.
• Maintain CMDB database in a timely and accurate manner to closely manage company assets.
• Work with Digital Workspace Lead and Technical Team Leader to plan and deliver project based activities.
• Mentor, train and develop junior staff members within the team. Knowledge share and where possible shift left responsibilities to Service Desk.

What you’ll bring to the role

• Minimum 2 years’ experience within an Enterprise IT Environment in a Desktop Support / 2nd line role.
• Understanding of application technologies, and service management / monitoring approaches following ITIL principles.
• Employs a structured approach to questioning and adopts a logical troubleshooting methodology.
• Health and Safety awareness.
• General knowledge of IT hardware and peripherals.
• Good experience in desktop support and IT project delivery with strong communication (oral, written) skills and a high level of customer focus.
• ITIL Foundation preferred.
• Windows 10/11, SCCM, Intune, MS Office Suite (M365), MS Server OS, networking, VMware, managed print environments, Azure / Entra.
• Degree or technical qualification preferred.
• Team player with proactive attitude.
• Strong problem solving abilities demonstrating a creative approach whilst adhering to company policy and procedures.

Southern Water is at the forefront of transforming Britain's water industry, investing significantly to enhance resilience, sustainability, and service excellence. With £7.8bn planned investment for 2025-30, this is an unparalleled opportunity to join a business committed to delivering a generational shift in the way water services are managed.

You will be joining at a time of significant change, working alongside a highly skilled leadership team with a clear vision for the future. We offer an environment where senior professionals can make a meaningful impact, influence major strategic decisions, and drive long-term value creation

Our Commitment to Diversity

We welcome applicants from all backgrounds, identities, and experiences. We do not discriminate based on race, ethnicity, gender, sexual orientation, age, disability, religion, or any other protected characteristic.

If you need reasonable adjustments during the recruitment process, please let us know.

Additional information

In line with Southern Water's security requirements, successful candidates will be required to provide evidence of their identity, eligibility to work in the UK, criminal record check (DBS) and verification of their employment and/or education history for the past three years.

Appointment to this role is subject to the successful completion of all pre-employment checks, including security vetting.

Please note that if a candidate does not meet the required security standards or fails to pass the vetting process, Southern Water reserves the right to withdraw the offer of employment.

Some positions may also require higher levels of security vetting, which may involve providing additional documentation.