IT Support Technician

Cencora, Inc.; England; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A global healthcare company is seeking an IT Support Technician to join their international support team based in Castle Cary, UK. You will provide technical support both on-site and remotely, being the first point of contact for issues faced by users. The ideal candidate should have at least 2 years of experience in IT support, strong troubleshooting skills, and familiarity with Windows and macOS environments. This role offers a predominantly on-site working pattern with remote work options.

Qualifications

• Minimum 2 years' experience in IT Support / Service Desk role.
• Experience supporting both Windows and macOS environments.
• Confidence in troubleshooting hardware and software issues.

Responsibilities

• Provide first point of contact for technical support on-site and remote.
• Diagnose and log issues while tracking status and resolutions.
• Facilitate learning and knowledge sharing sessions with teams.

Skills

Troubleshooting

Customer service

Communication

Active Directory

Microsoft 365

Networking basics

Education

HND/HNC, Degree, or technical certification in IT/Computer Science

Tools

Intune

Azure

Jamf

Job description

We are looking for an IT Support Technician to join Cencora's international IT Support team, based at our MWI UK Castle Cary office. You will be the first point of contact for day-to-day technical support on-site in Castle Cary (as the only dedicated on-site IT support for that office) and will also support users across Cencora's international user community. This role is well suited to a 1st Line Support professional ready for the next step, who can work independently, take initiative, and troubleshoot effectively.

Responsibilities

• Provides first point of contact and day-to-day technical support (on-site and remote). Responds to Level 1 and Level 2 support requests, aiming for successful first-call resolution.
• Diagnoses issues by gathering relevant information and evaluating multiple options.
• Owns incidents through to closure, escalating to Level 3 where appropriate.
• Logs, tracks, and documents incidents, status, and resolutions within the ticketing system.
• Provides user access services and assists customers with recovery issues.
• Communicates and coordinates with internal teams and stakeholders, including the wider international IT Support team.
• Creates, maintains, and improves documentation including knowledge articles, job aids, quick tips, FAQs, scripts, and checklists.
• Identifies recurring issues and proposes service and lean improvements to improve queue time, reduce abandoned contacts, and increase first-contact resolution.
• Provides clear, courteous, efficient support and on-the-spot guidance to customers when needed.
• Facilitates learning and knowledge sharing sessions with internal teams.

Qualifications

• Relevant qualification (e.g., HND/HNC, Degree, or technical certification in IT/Computer Science) or equivalent hands-on experience.
• At least 2 years' experience in an IT Support / Service Desk role (Level 1-2).
• Confident troubleshooting and diagnostic ability across hardware, software, and end-user issues.
• Strong customer service focus with clear, professional communication in English (written and spoken).
• Comfortable working independently and taking ownership (as the on-site IT presence in Castle Cary).
• Experience supporting both Windows and macOS in an end-user environment.
• Working knowledge of Active Directory (e.g., user accounts, security groups, basic administration).
• Good working knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, etc.).
• Solid understanding of networking basics and connectivity troubleshooting (Wi-Fi, VPN, DNS, etc.).
• Experience with Intune and Azure.
• Jamf experience desirable (Mac device management).

Working Pattern

40 hours per week, Monday-Friday (Office Hours) - This role requires 4 days per week in the office with 1 day remotely.