IT Support Technician

Blackburn Rovers FC; Blackburn; On-site; GBP 26,000 - 36,000; Full time

Job summary

Blackburn Rovers FC is seeking an IT Support Technician to deliver high-quality 1st and 2nd line IT support across Club locations. You will troubleshoot hardware, software, networking and M365 issues, manage incidents to SLA targets and assist with onboarding/offboarding.

The role requires clear communication, strong customer service and the ability to work across multiple sites with occasional travel. DBS check is required and a UK driving license is preferred.

Qualifications

• Experience delivering 1st and 2nd line IT support across multiple sites.
• Experience providing remote, phone and on-site support.
• Ability to manage incidents and SLAs within an IT service desk context.
• Experience with Microsoft 365, Intune, Entra ID and endpoint management.

Responsibilities

• Provide high-quality 1st and 2nd line IT support across multiple Club sites.
• Diagnose, troubleshoot and resolve hardware, software, networking, and M365 issues.
• Manage incidents, service requests and problems with SLA targets.
• Assist with onboarding/offboarding and cybersecurity initiatives.
• Produce and maintain technical documentation and user guides.

Skills

Troubleshooting and diagnostics

Customer service

Verbal and written communication

Prioritisation

Organisation

Independent working

Documentation

Analytical problem solving

Professionalism under pressure

Explain technical concepts

Attention to detail

Full UK driving licence

Education

IT qualification

Networking or Cyber Security qualification

Tools

Remote support tools

Asset management systems

Helpdesk systems

Job description

Job Purpose

To be responsible for delivering high-quality IT support across all Club locations, ensuring that technology services remain secure, reliable and available to support business operations. To provide technical support for desktop systems, Microsoft 365, mobile devices, networking, printers, telephony and business applications whilst assisting with infrastructure projects and cybersecurity initiatives.

Duties and Responsibilities

• To be committed to ensuring the safeguarding and welfare of all staff, customers and clients of the Club.
• Deliver professional 1st and 2nd Line support to all Club staff across multiple sites.
• Perform root cause analysis for recurring technical issues. Diagnose, troubleshoot and resolve hardware, software, networking and Microsoft 365 issues.
• Manage incidents, service requests and problems through the IT Service Desk ensuring SLA targets are met.
• Provide remote, telephone and face-to-face technical support.
• Escalate complex issues where appropriate whilst maintaining ownership until resolution.
• Configure, deploy and maintain: Windows 11 PC’s & Laptops, Apple MacBooks, Tablets, Mobile devices, Printers
• Manage user onboarding and offboarding processes.
• Configure Microsoft Entra ID accounts, Microsoft 365 licensing and permissions.
• Configure Microsoft Intune enrolled devices.
• Maintain software deployment and updates.
• Support and administer: Microsoft Outlook, Teams, SharePoint, OneDrive, Exchange Online, Microsoft Entra ID, Microsoft Intune
• Maintain the IT Asset Register: Record all hardware assets and software licences, carry out scheduled asset audits, maintain stock levels of IT equipment, Ensure spare equipment is available for rapid deployment.
• Ensure secure disposal of redundant equipment following Club procedures.
• To generate proposals when required or requested by the Head of IT.
• Assist the business in adopting Microsoft 365 services through user guidance, training and documentation.
• Produce and maintain technical documentation: Create user guides and knowledge base articles, Update network diagrams, Maintain configuration documentation, Record standard operating procedures.
• Follow Cyber security best practices: Assist with vulnerability remediation, ensure endpoint protection remains operational, Support cybersecurity awareness initiatives, Ensure Principle of Least Privilege is maintained, Identify and report potential security incidents, Support device encryption and MFA implementation, Ensure compliance with Club security policies.
• Provide out-of-hours and Matchday IT support as required.
• Support and mentor the IT Apprentice

Desirable

• Assist with the maintenance of: LAN & WAN infrastructure, Wireless networks, Switches, Firewalls, DHCP, DNS, VLANs, VPN connectivity, Structured cabling

Skills Required

• Excellent troubleshooting and diagnostic skills.
• Strong customer service skills.
• Excellent verbal and written communication.
• Ability to prioritise competing workloads.
• Strong organisational skills.
• Ability to work independently.
• Strong documentation skills.
• Good analytical and problem-solving abilities.
• Professional attitude under pressure.
• Ability to explain technical concepts to non-technical users.
• Excellent attention to detail.
• Full UK driving licence (travel between sites is required).

Knowledge Required

Experience with the following:

• Windows 11, Apple macOS, iOS and iPadOS, Android devices
• Windows Server, Exchange Online, Active Directory, Group Policy
• Microsoft 365, Microsoft Entra ID, Microsoft Intune

• Microsoft Office applications, Microsoft Teams, SharePoint Online
• PC and laptop deployment
• TCP/IP networking, DHCP, DNS, Wi-Fi troubleshooting
• Hardware diagnostics & Printer troubleshooting
• Helpdesk/service desk systems
• Remote support tools
• Asset management systems

Desirable knowledge

• Aruba switching, VLAN configuration, Network monitoring tools
• Meraki wireless
• Fortinet firewalls
• VMware
• Veeam Backup
• CrowdStrike Falcon
• PowerShell scripting
• SharePoint administration
• Azure administration
• ITIL processes
• Cyber Essentials / ISO 27001 environments

Qualifications Required:

Required: Qualification in I.T. or 2/3 years support experience minimum Desired: Qualification / experience in networking or Cyber Security

DBS Check Required: Yes