IT Support Technician

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

Benefits offered by this job

Comprehensive training

Company pension

4 weeks holiday + 8 bank holidays

5 weeks' holiday + 8 bank holidays

Job summary

Optima UK Inc Ltd in Telford is seeking an IT Support Technician to act as the first point of contact for end users, resolving hardware, software and network issues and supporting the IT environment.

You will install, configure and maintain systems, support remote work, and help rollout new technologies while ensuring strong customer service and operational continuity.

Qualifications

• Strong problem-solving and troubleshooting skills.
• Excellent attention to detail.
• Ability to prioritise and manage multiple support cases.
• Proactive approach and determination to see issues through to resolution.
• Excellent communication skills, with the ability to explain technical issues to non-technical users.

Responsibilities

• Act as 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.

Skills

Windows OS

Networking basics

Computer hardware

Microsoft 365 & Entra

Customer service

Education

5 GCSEs (9-4) inc English & Maths

Tools

Unix/Linux

IBM i / IBM Series i

Job description

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

As an IT Support Technician, you'll be responsible for:

• 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.

You'll ideally have:

• 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