IT Support Technician (1st & 2nd Line)

Potentia Solutions Leisure; Ellesmere Port; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading structural steel fabrication company in Ellesmere Port is looking for an experienced IT Support Technician. The role involves providing hands-on support for users, managing IT tickets, and resolving issues across Windows 10/11 and Microsoft 365 applications. Ideal candidates will have over 3 years of experience and strong troubleshooting skills. This position offers an opportunity to work in a dynamic business that values proactive IT support.

Qualifications

• 3+ years in a 1st and/or 2nd line IT support role.
• Strong experience supporting Microsoft environments.
• Solid troubleshooting ability across hardware, software, and connectivity issues.

Responsibilities

• Act as the first point of contact for IT support.
• Log, prioritise, and resolve support tickets.
• Provide 1st and 2nd line support for core applications.

Skills

1st and/or 2nd line IT support

Support for Microsoft environments

Managing user accounts in Active Directory

Troubleshooting across hardware, software, connectivity

Excellent communication and customer service

Good organizational and documentation habits

Proactive and dependable

Tools

Windows 10/11

Microsoft 365

Active Directory

Job description

BHC is one of the UKs leading Structural Steel Fabrication and Construction companies supplying and erecting fabricated steel nationwide within the UK and Ireland. As a family-run business, we have continued to grow from strength to strength since its formation in 1992.

Were looking for an experienced IT Support Technician to take ownership of day-to-day user support across the business. This is a hands-on, helpdesk role-ideal for someone confident in handling everything from password resets to trickier application issues, while knowing when to escalate.

Key Responsibilities

• Act as the first point of contact for IT support via phone, email, and in-person.
• Log, prioritise, and resolve support tickets across hardware, software, and access-related issues.
• Provide 1st and 2nd line support for Windows 10/11, Microsoft 365 (Outlook, Teams, SharePoint), and other business-critical apps.
• Set up and configure desktops, laptops, mobile devices, and user accounts (Active Directory and Microsoft 365).
• Support basic networking issues (Wi-Fi, VPN, IP, DNS) and peripheral hardware (printers, scanners).
• Manage starters/leavers process including kit setup and account provisioning.
• Maintain accurate ticket records, asset tracking, and user documentation.
• Liaise with external suppliers and escalate complex issues when required.
• Assist with minor IT tasks such as patch coordination, audits, and scheduled maintenance.
  
  

Skills And Attributes

• 3+ years in a 1st and/or 2nd line IT support role.
• Strong experience supporting Microsoft environments (Windows 10/11, Microsoft 365).
• Confident managing user accounts and permissions in Active Directory.
• Solid troubleshooting ability across hardware, software, and connectivity issues.
• Excellent communication and customer service skillsable to explain solutions to non-technical users.
• Good organisational and documentation habits.
• Dependable, proactive, and able to work with minimal supervision.
  
  

Desirable (but Not Essential)

• Knowledge of Virtual Machines.
• Experience with Management Tools (e.g. ManageEngine).
• Experience with Group Policy Management.
  
  

LNKD1_UKTJ