IT Support Technician

JR United Kingdom; Theale; On-site; GBP 28,000 - 40,000; Full time

Job summary

A leading company is seeking a dynamic L1.5 Service Desk Support Technician to join their ServiceNow team at a new office in Theale, UK. In this role, you will provide first-line IT technical support to end-users, manage IT tickets, and resolve issues using established procedures. Candidates should possess strong IT support experience, particularly with ServiceNow, and be able to engage with customers across diverse backgrounds.

Qualifications

• Experience in IT support or similar technical roles with system, network, and application support.
• Ability to explain technical concepts to non-technical users.
• Excellent knowledge of service desk processes.

Responsibilities

• Provide first-level IT technical support and problem resolution via the ServiceNow ticketing system.
• Lifecycle ticket management ensuring timely closure or escalation.
• Maintain communication with customers during the resolution process.

Skills

IT support

Problem-solving

Customer service

Troubleshooting

Technical communication

Education

Experience with ServiceNow or similar IT ticketing systems

Tools

Microsoft Azure

Microsoft 365

Active Directory

SCCM

inTune

Job description

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Our client is looking to recruit a dynamic, passionate and proactive customer-focused L1.5 Service Desk Support Technician to join their ServiceNow team at their brand new, state of the art office in Theale, UK, situated close to Reading.

Theale – Onsite

6 Month Contract

Inside IR35

BPSS

Key Responsibilities and Skills

• Provide first-level IT technical support and problem resolution to all end-users with software, hardware and application problems via the ServiceNow ticketing system
• Lifecycle ticket management, ensuring all tickets are dealt with and closed out or escalated to second-level support in a timely and professional manner
• Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases
• Maintain communications with customers throughout the problem resolution process

Essential Skills and Attributes

• Experience in an IT support or a similar technical role, with a strong background in system, network, and application support
• Experience with ServiceNow or similar IT ticketing systems
• Experience in customer-focused environments, providing high-quality technical support
• Ability to explain technical concepts to non-technical users
• Follow Security procedures and keep a vigilant eye for Cyber Security issues
• Excellent knowledge of service desk processes and functions in support of end-user computing needs
• Strong knowledge of troubleshooting Windows Desktop (10 & 11)
• Strong knowledge and hands-on experience of Enterprise Hybrid environments: on-prem + Microsoft Azure
• Strong knowledge of current Microsoft 365 (inc. Office 365) desktop operating system and application software (adds, removes, password resets) – certification preferred but not essential (MS-100/101/102)
• Demonstrated knowledge of personal computer hardware configuration and setup
• Understanding of basic Networking and troubleshooting
• Basic understanding of IP addresses, DNS and what makes up an IT network
• Diagnosing internet connection issues, WiFi issues
• Experience with EUC environments and management platforms (e.g. SCCM, inTune, Active Directory)
• Cloud Platform experience, including 3rd party SaaS
• Experience with Video Conferencing and telephony systems
• First-class customer service and communication skills; will be working with end users in m multiple countries, with different cultures and occasional language complexities (fluent English written and verbal is required for this role)
• Problem-solving and troubleshooting abilities
• A professional "can-do" attitude and a positive, enthusiastic approach
• Ability to work independently and as part of a team