IT Support Technician

Allan Webb Ltd; Stonehouse; On-site; GBP 22,000 - 30,000; Full time

Job summary

A leading company in Stonehouse is seeking a motivated 1st Line IT Support Technician to join their busy support team. The role involves troubleshooting technical issues, providing customer support, and ensuring service-level agreements are met. Ideal candidates will have strong problem-solving skills and a customer-centric attitude, with experience in IT support or customer service being advantageous.

Qualifications

• Previous experience in IT support or customer service preferred.
• Strong problem-solving skills and attention to detail.

Responsibilities

• Provide first-line support via Microsoft Teams chat and email.
• Troubleshoot hardware and software issues.
• Log and manage tickets using IT service management tool.

Skills

Problem Solving

Communication

Customer Service

Education

IT-related certification

Relevant IT degree

Tools

Active Directory

Office 365

PowerShell

Job description

We are looking for a motivated and customer-focused 1st Line IT Support Technician to join our busy support team. You will be based in our Stonehouse office, Gloucestershire.

As the first point of contact for our clients, you will be responsible for troubleshooting and resolving technical issues, providing excellent customer service.

Key Responsibilities:

• Provide first-line support via Microsoft Teams chat and email to customers experiencing technical issues.
• Troubleshoot hardware and software issues, offering effective solutions to resolve them.
• Log and manage tickets using our IT service management tool.
• Connect up and fix technical issues for end users using our remote-control system.
• Escalate more complex issues to the 2nd Line Support team.
• Document resolutions and knowledge articles for future reference and to ISO27001 standards and create instructions on resolutions and installations for other team members to follow.
• Contact 3rdpart suppliers for technical resolution and licensing issues with applications used within AWL.
• Maintain a proactive approach in resolving recurring technical issues.
• Ensure all service-level agreements (SLAs) are met within designated timeframes.

Skills & Experience:

• Previous experience in IT support or a customer service role is preferred.
• Strong problem-solving skills and attention to detail.
• Good knowledge of Windows desktop and server operating systems.
• Familiarity with Active Directory, Office 365, PowerShell and common IT applications.
• Excellent communication skills, both verbal and written.
• A customer-centric attitude with the ability to remain calm under pressure.
• Ability to work well in a team environment and collaborate with colleagues.

Qualifications:

• IT-related certification (e.g., CompTIA A+, ITIL Foundation) is a plus but not essential.
• Relevant IT degree or equivalent experience is advantageous.

If you are an experienced commercial professional looking for an autonomous role where you can make a real difference, while helping our customers maximise asset value and optimise availability, we want to hear from you.

Our customers demand confidentiality and discretion. You will require the right to work in the UK. The successful candidate will also need to hold SC level security clearance.

Allan Webb Ltd is an equal opportunities employer, proudly supporting the Armed Forces Covenant, and welcomes applications from all suitably qualified individuals, including service leavers, veterans, reservists, and military spouses/partners.