IT Support Technician - Fixed Term Contract

Geely Auto UK; Milton Keynes; On-site; GBP 25,000 - 35,000; Part time

Job summary

A leading automotive company in Milton Keynes is seeking an IT Support Technician to address IT-related issues. The role involves diagnosing and resolving 1st line incidents while providing high-quality technical support and customer service. Candidates should have strong troubleshooting abilities and relevant IT qualifications, with responsibilities including hardware/software inventory management and assisting end-users. This is a 3-month contract position offering valuable experience in a dynamic environment.

Qualifications

• GCSEs or equivalent, further education in IT is preferred.
• ITIL Foundation certification is desirable.
• Relevant experience in customer service or IT support is preferred.

Responsibilities

• Act as the first point of contact for IT support issues.
• Log, prioritize, and resolve incidents and requests.
• Troubleshoot hardware, software, and connectivity issues.
• Maintain accurate records of hardware and software inventory.

Skills

Technical troubleshooting

Clear communication

Organized and detail-oriented

Customer-focused attitude

Adaptable and resilient

Education

GCSEs or equivalent

Further education in IT

ITIL Foundation certification

CompTIA A+ or Microsoft 365 certifications

Tools

IT ticketing systems

Job description

Overview

• 3 month contract or Contractor*

Primary Purpose Of The Job

To act as the first point of contact for IT-related issues, providing high-quality technical support and customer service to end users. The IT Support Technician will diagnose and resolve 1st line incidents, fulfil service requests, and escalate complex issues to higher support tiers, ensuring minimal disruption to business operations. The role also includes responsibility for basic IT asset management, such as maintaining accurate records of hardware and software inventory, tracking equipment allocation, and assisting with lifecycle management of end-user devices.

Main Responsibilities

• Serve as the first point of contact for IT support, including by phone, email, and ticketing system.
• Log, prioritize, and resolve incidents and requests in line with SLAs.
• Troubleshoot hardware, software, and network connectivity issues.
• Support end-user devices (PCs, laptops, mobile devices, printers, peripherals).
• Perform account administration tasks (password resets, access permissions, onboarding/offboarding).
• Escalate unresolved issues to 2nd/3rd line teams with clear diagnostic information.
• Maintain accurate records in the IT service management system.
• Create and update user documentation and knowledge base articles.
• Follow IT security and compliance procedures at all times.
• Deliver excellent customer service and communicate effectively with non-technical users.
• Assist with IT asset management, including:
• • Recording and tracking hardware and software inventory.
  • Assigning and recovering equipment during onboarding/offboarding.
  • Labelling and tagging new devices.
  • Monitoring stock levels/ordering of laptops, peripherals, and consumables.

Principle Contacts/Working Relationships

Internal: All employees and departments requiring IT support.

IT Team: Close collaboration with 2nd and 3rd line support, and IT management.

External: Hardware/software vendors, service providers, and contractors when resolving escalated issues

Decision Making Scope

• Diagnose and resolve routine IT issues independently within agreed procedures and knowledge base guidance.
• Decide when to escalate incidents to higher support levels.
• Prioritize own workload to balance urgent incidents with ongoing service requests.
• Recommend improvements to support processes and documentation.

Key Challenges

• Managing a high volume of support requests during peak periods.
• Explaining technical issues clearly to non-technical users.
• Balancing fast response times with accurate resolution.
• Adapting to evolving technologies, systems, and applications.
• Maintaining professionalism under pressure and with demanding users.

Education, Training And Experience

• GCSEs or equivalent (minimum), with further education in IT preferred.
• ITIL Foundation certification (desirable).
• CompTIA A+, Microsoft 365 Fundamentals, or equivalent vendor certifications (desirable).
• Relevant experience in customer service or IT support role preferred.
• Familiarity with IT ticketing/service desk systems.

Skills & Personal Characteristics Required

• Strong technical troubleshooting and problem-solving ability
• Clear communication, with the ability to explain technical issues simply
• Organized, detail-oriented, and able to manage multiple priorities
• Team player with a professional, customer-focused attitude
• Adaptable, resilient, and committed to continuous learning

The Geely story began in 1986 with a simple but powerful idea. When founder, Eric Li, chose the name Geely, meaning ‘lucky’, it was about much more than just good fortune. His ambition was to build something that would move people forward with confidence and optimism. Today, that same spirit drives everything Geely does.