IT Support Technician

Keys; Halesowen; Hybrid; GBP 24,000 - 29,000; Full time

Job summary

Keys is seeking an IT Support Technician to join our office-based team in Halesowen. The role offers a salary of £26,250 and a Monday–Friday pattern, with a pool car available for site visits from head office.

You will provide friendly, professional first-line IT support across the business, escalating complex issues as needed and maintaining accurate ticket records. A full UK driving licence is required.

Qualifications

• Provide first-line IT support for colleagues and incidents.
• Document troubleshooting steps and maintain records.
• Escalate complex issues to appropriate teams when needed.

Responsibilities

• Provide first-line support for IT incidents and service requests.
• Escalate complex issues to technical teams as required.
• Monitor tickets, respond promptly, and document resolutions.
• Install, configure, deploy and troubleshoot IT hardware, software, and devices.
• Support network, connectivity and remote access issues.
• Maintain IT asset records and lifecycle data.
• Deliver friendly, professional IT support to users.
• Participate in team meetings and service improvement initiatives.
• Support IT activities as needed by the IT Support Manager.
• Administer Microsoft 365 and provide SharePoint support.
• Possess VMware or virtualization knowledge.
• Have additional networking knowledge and troubleshooting experience.
• Hold a Full UK driving licence.

Skills

First-line IT support

Microsoft 365 admin

SharePoint administration

Networking knowledge

VMware/virtualisation

Full UK driving licence

Job description

IT Support Technician Location:Office Based- Halesowen
Salary: £26,250
Car: Pool car based at head office for site visits
Working pattern: Mon – Fri

Why Join Us?

This is a fantastic opportunity to kick-start or grow your IT career. You'll gain hands-on experience with a wide range of technologies, work alongside experienced IT professionals, and build valuable skills in a fast-paced, supportive environment where no two days are the same.

Our IT Support Technicians provide friendly, reliable first-line support to colleagues across the business. Acting as the go-to contact for IT queries, they resolve technical issues, keep users informed, and ensure support requests are handled efficiently and within agreed service levels.

Key Responsibilities

• Provide first-line support for all IT related incidents and service requests received through the IT helpdesk system, telephone, and remote support tools.
• Escalate complex issues to appropriate technical teams when needed.
• Monitor support tickets, ensuring timely responses, accurate updates, and clear documentation of troubleshooting activities and resolutions.
• Install,configure,deployandtroubleshootIThardware,software,andmobiledevices.
• Provide first-line support for network, connectivity, and remote access issues, assisting with the troubleshooting of network infrastructure and user connections.
• Maintain accurate records of IT assets, stock levels, and equipment lifecycle activities.
• Deliver a professional, friendly, and customer-focused support experience.
• Participate in team meetings, projects, and service improvement initiatives.
• Support wider IT activities as required by the IT Support Manager.
• Microsoft 365 administration and support.
• SharePoint administration or support experience.
• VMware or virtualisation knowledge.
• Additional networking knowledge and troubleshooting experience.
• Full UK driving licence.

Personal Attributes

• Customer-focused and approachable.
• Organised and detail oriented.
• Excellent communication and interpersonal skills.
• Positive attitude with a willingness to learn.
• Adaptable and able to work in a fast-paced environment.

About Keys

Keys supports people with complex needs to build stability, resilience, and a sense of belonging through Connected Support. We believe everyone has the right to live well and shape a life of their own. Through our national network of clinical, therapeutic, and education services, we provide flexible, personalised support for children and adults - delivered by expert multidisciplinary teams. There are no fixed pathways - just the right support, at the right time, to promote independence and re-enablement.

We are proud to be an Equal Opportunities Employer and welcome applications from all sections of the community. We are also committed to supporting the Armed Forces community through our Armed Forces Covenant.

Eligible candidates from military backgrounds are guaranteed an interview – please include details of your service on your CV.

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