IT Support Technician

Optima UK Inc Ltd; Shrewsbury; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Comprehensive training

Company pension (auto-enrolment)

Holiday entitlement 4 weeks + 8 bank-h

Holiday entitlement 5 weeks + 8 bank-h

Health cash plan after year 1

Job summary

Optima UK Inc Ltd is seeking an IT Support Technician in the Telford area. The role covers first-line IT support for hardware, software and network issues, with remote assistance and hands-on maintenance of our IT environment.

You will install, configure and maintain systems, manage user accounts, and assist in rolling out new applications while documenting processes. Salary is £30,000-£38,000 DOE with training and benefits.

Qualifications

• Strong problem-solving and troubleshooting skills.
• Excellent attention to detail.
• Ability to prioritise and manage multiple support cases.
• Customer-focused approach.
• Ability to work effectively as part of a team.
• Confidence communicating with people at all levels of an organisation.

Responsibilities

• Act as the first point of contact for end users and IT support requests.
• Diagnose and resolve hardware, software and network issues.
• Provide technical support face-to-face and remotely.
• Install and configure hardware, OS and applications.
• Monitor and maintain computer systems and networks.
• Set up new user accounts, profiles and permissions.
• Support users with password and access issues.
• Replace hardware and components as required.
• Support rollout of new applications and technology.
• Follow technical diagrams and instructions when setting up or repairing systems.
• Update knowledgebases and technical documentation.
• Test and evaluate new technology.
• Escalate more complex issues when appropriate.

Skills

Problem-solving

Troubleshooting

Excellent communication

Customer-focused

Team-working

Multi-tasking

Education

GCSEs including English & Maths

Tools

Windows OS

Microsoft 365

Entra

Unix/Linux

IBM i Series

Job description

IT Support Technician

Salary: £30,000 - £38,000 DOE

Location: Telford

We're working with a growing manufacturing company based in Telford that is looking for an IT Support Technician to join their team.

As the business continues to grow and becomes increasingly reliant on technology across its operations and decision-making, this is a key role in keeping its IT systems running smoothly.

You'll act as the first point of contact for IT support, helping users resolve hardware, software and network issues while supporting the wider maintenance and development of the company's IT environment.

The Role

• Acting as the first point of contact for end users and IT support requests
• Diagnosing and resolving hardware, software and network issues
• Providing technical support both face-to-face and remotely
• Installing and configuring hardware, operating systems and applications
• Monitoring and maintaining computer systems and networks
• Setting up new user accounts, profiles and permissions
• Supporting users with password and access issues
• Replacing hardware and components where required
• Supporting the rollout of new applications and technology
• Following technical diagrams and written instructions when setting up or repairing systems
• Updating knowledgebases and technical documentation
• Testing and evaluating new technology
• Escalating more complex issues where appropriate

About You

We're looking for someone who is logical, methodical and enjoys solving problems. You'll be comfortable managing multiple support requests while maintaining a high level of customer service.

• Strong problem-solving and troubleshooting skills
• Excellent attention to detail
• The ability to prioritise and manage multiple support cases
• A proactive approach and determination to see issues through to resolution
• Excellent communication skills, with the ability to explain technical issues to non-technical users
• A customer-focused approach
• The ability to work effectively as part of a team
• Confidence communicating with people at all levels of an organisation
• A flexible and adaptable approach to changing priorities

Skills & Knowledge

Essential:

• Strong knowledge of Windows operating systems
• Good understanding of networking fundamentals
• Knowledge of computer hardware and peripherals
• Knowledge of Microsoft 365 and Entra
• 5 GCSEs at grades 9-4 (A*-C), including English and Maths

Beneficial:

• Previous experience in an IT Support, Helpdesk or Desktop Engineering role
• Knowledge of Unix/Linux
• Experience with IBM i / IBM Series i

What's on Offer?

• £30,000 - £38,000 salary, dependent on experience
• Comprehensive training across the company's IT systems
• Ongoing support from an experienced Technical and Data Science team
• Company pension scheme through auto-enrolment
• 4 weeks' holiday + 8 bank holidays in year one
• 5 weeks' holiday + 8 bank holidays thereafter
• After one year's service, access to a health cash plan, additional holiday entitlement and further company benefits