IT Support Technician

Red Door Recruitment; Broxbourne; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Private health scheme

Pension scheme

Cash plan (Medicash)

Job summary

Red Door Recruitment is seeking a technically skilled Support Analyst near Broxbourne to join a busy team. The role focuses on first and second-line IT service desk tasks, ensuring policy compliance and ongoing system improvements, with training delivery and knowledge base maintenance.

The ideal candidate has 2+ years in a similar environment, solid MS 365 and Windows experience, and relevant certifications.

Qualifications

• 2+ years in a similar environment
• Strong knowledge of Windows, Office 365, Active Directory, Exchange Online, Entra ID
• CompTIA A+ certification
• Microsoft 365 Certified: Endpoint Administrator Associate
• CT BTEC Level 3 System Support

Responsibilities

• Investigate and progress first and second-line IT service desk tasks from users and third-party software suppliers through to resolution
• Ensure users are aware of and comply with policies, regulations, code of conduct, and the misuse act
• Administer, maintain and document the IT systems to ensure continual improvements in service
• Maintain the internal IT knowledge base of technical and user documentation
• Deliver user training to promote and maximise utilisation of infrastructure and software facilities
• Plan, coordinate and manage installation, maintenance and upgrade of all desktop hardware and software
• Undertake other relevant responsibilities as directed by line manager
• Log, categorise, prioritise and resolve tickets using agreed processes and service standards

Skills

Customer service

Communication

Organisational skills

ITIL knowledge

Problem solving

Education

CompTIA A+

Microsoft 365 Certified: Endpoint Administrator

CT BTEC Level 3 System Support

Tools

Windows

Office 365

Active Directory

Exchange Online

Entra ID

Job description

We have an excellent opportunity to join a multi-billion-dollar company based near Broxbourne.

We are looking for a highly customer focused Technical Support Analyst, eager to join a busy team in a fast-moving business, with excellent interpersonal skills. This would ideally suit somebody who has been in a similar role for 2+ years.

What’s in it for you?

• Salary: up to £32k
• Hours: 9am-5.30pm during 6-month probation, moving to 8am-4:30pm after probation
• 25 days holiday, increasing with length of service (plus 1.5 extra days between Christmas & New Year)
• Private health scheme
• Pension scheme
• Cash plan (optional) - Medicash
• Death in service benefit

Key Responsibilities

• Investigate and progress first and second-line IT service desk tasks from users and third-party software suppliers through to resolution
• Ensuring that all users are aware of and comply with policies, regulations, code of conduct, and the misuse act
• Administer, maintain and document the IT systems to ensure continual improvements in service
• Maintain the internal IT knowledge base of technical and user documentation to provide up to date and informative content
• Deliver user training to promote and maximise the utilisation of infrastructure and software facilities
• Plan, coordinate and manage the installation, maintenance and upgrade of all desktop hardware (including laptops) and software ensuring that changes are implemented with minimal disruption
• Undertake any other relevant responsibilities, as directed by your line manager
• Log, categorise, prioritise and resolve tickets using agreed processes, knowledge articles and service standards
• Adherence to security, access and change procedures

Person Specific

• 2 years+ in a similar environment
• Sound knowledge of commercial software applications including Microsoft technologies (Windows, Office 365, Active Directory, Exchange Online, Entra ID) and infrastructure products and applying them to a business environment
• CompTIA A+
• Microsoft 365 Certified: Endpoint Administrator Associate
• CT BTEC Level 3 System Support
• First Line Analyst experience
• Excellent IT skills and experience in installing and supporting laptops, PCs, printers and peripherals in a networked environment
• Experience in the setup and configuration of mobile devices
• Experience in writing systems documentation
• Experience with utilising ITIL / Helpdesk systems
• Excellent communication and customer service skills, both internally and externally
• Excellent organisational skills
• Flexible approach

Red Door Recruitment is committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination. Full details available on our website.

Please note due to the number of applications we often receive; only shortlisted applicants will be contacted