IT Support Technician

Cooper Lomaz; Norwich; Hybrid; GBP 25,000; Full time

Job summary

A leading company in Norwich is seeking an IT Support Technician to provide essential support for bespoke software applications. This hybrid role enables you to enhance your career in a collaborative environment, focusing on high-quality customer service while troubleshooting and resolving technical issues effectively.

Benefits

Hybrid working arrangement

Supportive team environment

Growth opportunity into software/application support

Qualifications

• Proven experience in 1st/2nd line IT support roles.
• Strong troubleshooting abilities with a proactive approach.
• Excellent customer service and communication skills.

Responsibilities

• Provide front-line support for business-critical software applications.
• Log, manage, and track incidents via the ticketing system.
• Deliver outstanding customer service and resolve issues promptly.

Skills

Customer Service

Communication

Troubleshooting

Time Management

Relationship Building

Tools

Office 365

CRM/Ticketing Systems

Job description

Job Title: IT Support Technician

Location: Norwich (Hybrid Working)

Salary: £25,000 per annum

Cooper Lomaz is working with a growing organisation in Norwich to recruit an IT Support Technician. This is a fantastic opportunity for someone looking to progress their career by moving from general IT support into a more software- and application-focused support environment.

Role Overview:

As an IT Support Technician, you’ll be a key point of contact for customers, providing high-quality support for bespoke software applications. You’ll work closely with clients to resolve technical issues, track faults using a ticketing system, and ensure all support queries are handled efficiently and professionally.

Key Responsibilities:

• Provide front-line support for business-critical and bespoke software applications
• Log, manage, and track incidents and requests via the ticketing system
• Deliver outstanding customer service, ensuring issues are resolved in a timely and professional manner
• Work collaboratively with internal teams to escalate and resolve complex issues
• Support Office 365 and associated desktop applications
• Assist in maintaining internal documentation and user guides

Skills & Experience:

• Excellent customer service and communication skills
• Proven experience in 1st/2nd line IT support roles
• Experience supporting Office 365 and using CRM/ticketing systems
• Strong troubleshooting abilities with a proactive approach
• Ability to prioritise tasks and manage time effectively
• Strong relationship-building skills with internal and external stakeholders

Salary & Benefits:

• £25,000 per annum
• Hybrid working arrangement (Norwich-based office)
• Opportunity to grow into a software/application support specialism
• Supportive and collaborative team environment