It Support Technician

Line Management Group Ltd; Greater London; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Annual Leave 22 days

Income Protection

Life Assurance

Remote GP

Mental Health Support

Flexible Benefits

Job summary

Line Management Group Ltd in Greater London is seeking an IT Support Technician to join the Internal IT team at the head office, with occasional visits to other offices and client sites to support delivery teams.

You will manage day-to-day IT systems, hardware and software, providing 1st line support and escalating complex issues. The role focuses on Office 365, SharePoint and SQL, with Dell/Apple desktops and server platforms, and opportunities to explore IoT technologies.

Qualifications

• Minimum 5 A*-C GCSE's, including Maths and English.
• Experience with Microsoft Office 365, SharePoint, SQL and database.
• Valid ECS/CSCS Card
• Relevant ITIL qualification, e.g. ITIL Foundation, ITIL Service Operation, ITIL Operational Support and Analysis or ITIL Continual Service Improvement
• Awareness of the Cabling industry, IoT, and Wired & Wireless Network architecture.

Responsibilities

• Monitor incoming requests and faults via Helpdesk mailbox/phone.
• Update the ticketing system with notes and progress.
• Provide regular updates to users on progress of requests.
• Provide 1st line fixes and escalate complex faults to senior staff.
• Process new starters and leavers requests.
• Respond to password and access requests and assign appropriate access levels.
• Analyse performance data and communicate findings to senior specialists.
• Conduct checks of systems to pre-empt issues.
• Perform maintenance on hardware and software components.
• Maintain IT hardware and asset register up to date.
• Liaise with third party support to resolve issues.
• Maintain security and patching levels across servers and desktops.
• Escalate potential service failures and security risks and recommend actions.
• Provide support to onsite and remote users for Windows 11, macOS, Office 365, SharePoint, Sage and Cintra.
• Train colleagues and create technical documentation.
• Build professional relationships with colleagues, customers and suppliers.
• Set up and install new equipment and perform hardware moves.
• Comply with RAMS and Health and Safety requirements.

Skills

Microsoft Office 365

SharePoint

SQL

ITIL Foundation

ECS/CSCS Card

Education

GCSEs including Maths and English

Tools

Windows 11

MAC OS X

Office 365

SharePoint

Sage

Cintra

Job description

LMG has been at the forefront of innovation within the built environment since 1986.

We deliver integrated smart building technology projects and support services which provide sustainable long-term growth and profitability, as well as diverse range of career opportunities; enabling both our people and our clients' businesses to flourish, whilst setting a new standard for what is possible in the built environment.

As experts in smart building technology, we want to inspire new ways of thinking, deliver excellence and establish new models for doing business - with people, partners and customers - built on trust and shared values, rather than transactional relationships.

Alongside actively working to support the raising of standards in training and professional qualifications, we invest heavily in the development of our people. We give them access to continuous learning opportunities, leading to the freedom of working autonomously and making their own informed decisions, whilst benefiting from a supportive and collaborative working environment.

Job Summary

As an IT Support Technician working within the Internal IT structure, you will be based in the head office, with occasional visits to our own outlying offices as well as our client locations to support the delivery teams. You will be responsible for the day-to-day support of all LMG's IT systems, hardware, and software.

Possessing strong digital skills and with a keen interest in the Internet of Things (IoT), you will also have a willingness to learn and adapt to items as new technology and software is released. There will be ample opportunity to work diligently to accurately interpret and deliver upon our internal and external customers' needs.

By demonstrating solid levels of knowledge, skills, and expertise in IT systems, you will help the team to deliver services to the business with a focus on maintaining technical excellence. Our technology stack includes Microsoft Office 365, SQL, and Exchange across Dell and Apple desktop product hardware and Dell server platforms.

Working collaboratively with teams across the business, this role has significant scope for personal development and progression and will give considerable exposure to the varied technologies and systems that we operate, opening a variety of routes for future career progression.

Key Tasks and Responsibilities

Service Request and Incident Management:

• Monitor incoming requests and faults reported by users via Helpdesk mailbox/phone.
• Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
• Provide regular updates to users on the progress of their requests.
• Provide 1st line fixes where possible, escalating complex faults and requests to senior colleagues where appropriate.
• Process new starters and leavers requests.
• Respond to password and access requests, resetting user passwords and allocating appropriate levels of access in line with business requirements.
• Systematically analyse performance data, communicating findings to senior specialists.

Maintenance and Fault Finding:

• Conduct checks of systems at the start of each day to identify and pre-empt issues.
• Perform regular maintenance on hardware and software components to ensure stable and secure applications and ICT infrastructure.
• Maintain IT hardware, keeping the internal asset register up to date.
• Liaise with third party support where required to resolve user issues.
• Maintain security and functionality through application of program temporary fixes.
• Deploy support tools and diagnostic programs to systematically trace source of error or technical failure.
• Maintain operating systems and software patching levels across the business to both server and end user machines.
• Escalate potential service failures and security risks, recommending actions to improve service reliability.

Internal Support:

• Provide support to onsite and remote users for the following apps/operating systems - Windows 11, MAC OS X, Office 365, SharePoint, Sage and Cintra.
• Guide colleagues in the use of hardware and software by providing necessary training and advice.
• Create and maintain technical documentation, policies and procedure for internal distribution.
• Build and maintain professional working relationships with colleagues, customers and suppliers.

Moves, Adds and Changes:

• Set up and install any new equipment such as laptops, PCs, screens, printers etc.
• Perform any hardware installations and computer moves where required.
• Comply with Risk Assessment, Method Statement (RAMS) and on-site Health and Safety requirements.

Qualifications & Requirements

• Minimum 5 A*-C GCSE's, including Maths and English.
• Experience working with our technical stack, including but not limited to Microsoft Office 365, SharePoint, SQL and database.
• Valid ECS/CSCS Card
• Relevant ITIL qualification, e.g. ITIL Foundation, ITIL Service Operation, ITIL Operational Support and Analysis or ITIL Continual Service Improvement
• Awareness of the Cabling industry, in addition to Audio Visual, Electronic Security, IoT, and Wired & Wireless Network architecture.

What We Do For You

At LMG, we work hard to ensure our people aren't stifled by convention and bureaucracy. We encourage innovation, ownership, and creative problem-solving in everything we do.

We want you to achieve your ambitions, because when you succeed, we succeed. Our support framework empowers you to deliver excellence, grow your technical capability, and develop your career within a forward-thinking Smart Building environment.

Our Values:

• Take Ownership & Responsibility - We find creative solutions and see problems through to completion.
• Be Curious - We challenge convention and embrace new technologies and ideas.
• Do the Right Thing - We act ethically, transparently, and sustainably.
• Do a Great Job - We focus on quality outcomes, operational excellence, and continuous improvement.

Competitive Benefits Package:

We're dedicated to offering flexible benefits that support our people across all aspects of their lives and we're delighted to offer a range of benefits to support our employees' physical, emotional and financial wellbeing.

• Annual Leave - 22 days annual leave plus bank holidays (with the option to buy/sell additional leave)
• Health and Wellbeing - Group Income Protection and Life Assurance schemes, as well as access to a Digital Health and Wellbeing platform including Employee Assistance Programme, Remote GP and Mental Health Support.
• Health Cash Plan - Claim back money towards the costs of everyday healthcare.
• Flexible Benefits - Access to our bespoke platform containing a range of benefits, such as shopping discounts, discounted gym memberships and health screenings.
• Family Friendly Policies - Enhanced financial support for families with generous parental pay benefits.
• Corporate Volunteering - Opportunity to participate and contribute to our annual corporate volunteering goal, typically over 1,000 hours across the business.
• Bank Holiday Exchange - The option to exchange an existing UK bank holiday for any other religious holiday.
• Long Service Awards - Recognising the commitment and hard work of our longstanding team members through financial reward.
• Flexible Working - Where possible, flexible hybrid working arrangements across LMG's dedicated office spaces and client sites.
• Development & Recognition - Comprehensive training, mentoring, and a pay structure with performance-linked progression.

IT Support Technician • Greater London, England, GB