IT Support Technician - Smart Training and Recruitment Limited

Smart Training and Recruitment Limited; Newport; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

Smart Training and Recruitment Limited is seeking a hands-on IT Support Technician to be the first point of contact for staff. You will keep systems running, data secure and colleagues productive across Windows and Microsoft 365.

Based at Mill Court, Newport, Isle of Wight with some remote working, you will diagnose issues, manage requests and document resolutions for future use. The role reports to the Director and offers a stable, long-term career path.

Qualifications

• Experience in first-line IT support or similar role.
• Solid knowledge of Windows and Microsoft 365.
• Ability to work on your own initiative with minimal supervision.
• Friendly, patient approach with non-technical colleagues.

Responsibilities

• Respond to and manage IT requests by ticket, phone and email.
• Diagnose and resolve hardware, software, network and app issues.
• Support Microsoft 365 including Admin Centre, Teams, Outlook, OneDrive and SharePoint.
• Set up, change and remove user accounts and equipment for joiners, movers and leavers.
• Install, configure, repair and deploy laptops, PCs and printers.
• Keep an accurate hardware and software inventory.
• Monitor automated backups and help with data recovery.
• Write clear guides and knowledge base articles for colleagues.
• Escalate complex issues with clear documentation.
• Handle learner and staff data in line with UK GDPR and Cyber Essentials controls.

Skills

First-line IT support

Windows OS

Microsoft 365

Independent worker

Customer-friendly

Tools

Intune

Copilot

ChatGPT

Job description

Smart Training and Recruitment has spent 23 years helping more than 5,000 employers develop their people through apprenticeships. We're rated Good by Ofsted, and you'll join us at an exciting time: several major initiatives are underway, we're expanding our offices, and we're strengthening the business for long-term growth.

We're looking for a hands‑on IT Support Technician to be the first point of contact for our staff. You'll keep our systems running, our data secure and our people productive.

What you'll do:

• Respond to, log and manage IT requests by ticket, phone and email, promptly and professionally
• Diagnose and resolve hardware, software, network and application issues across Windows and mobile devices
• Support Microsoft 365, including the Admin Centre, Teams, Outlook, OneDrive and SharePoint
• Set up, change and remove accounts, access and equipment for joiners, movers and leavers
• Install, configure, repair and deploy laptops, PCs and printers
• Keep an accurate hardware and software inventory
• Monitor automated backups and help with routine data recovery
• Write clear guides and knowledge base articles for colleagues
• Escalate complex issues to our Senior Infrastructure Engineer with clear documentation
• Handle learner and staff data confidentially, in line with UK GDPR, our DfE obligations and Cyber Essentials controls

What you'll bring:

• Experience in first-line IT support or a similar role
• Solid working knowledge of Windows and Microsoft 365
• The confidence to work on your own initiative, with minimal supervision
• A friendly, patient approach with non-technical colleagues

Nice to have

• Device management experience, for example Microsoft Intune
• Familiarity with AI tools such as Copilot, ChatGPT, Claude or Gemini, and how they can save time and automate tasks

Full-time | Permanent | Based at Mill Court, Newport, Isle of Wight, with some remote working

Reporting to: Director, with technical escalation to our offsite Senior Infrastructure Engineer