IT Technician

Reed Technology; Southampton; On-site; GBP 26,000 - 32,000; Full time

Job summary

Reed Technology is seeking an IT Support Technician for our Southampton site. The role provides end-user support, maintains system stability, and ensures security and governance compliance across hardware, software, and networks.

You will respond to Service Desk inquiries, assist with onboarding, train users, and document troubleshooting steps. On-site and remote assistance, plus routine maintenance, are expected.

Qualifications

• 2+ years' experience in a similar IT support role.
• Excellent customer service skills and strong computer literacy.
• Experience using ServiceNow.
• Installing, configuring, and using a variety of operating systems (Windows 10, macOS, iOS, Android, Linux).
• Proficiency with the Microsoft Office suite including Outlook, Word, and Excel.
• Desirable: Microsoft or Cisco certifications.

Responsibilities

• Respond to user inquiries via Service Desk, troubleshoot hardware, software and network issues.
• Install, configure, and maintain hardware and software, keeping systems up-to-date and secure.
• Develop and deliver user training, create and update troubleshooting docs and knowledge base articles.
• Provide remote and on-site assistance via phone, email and remote tools.
• Monitor systems, perform routine maintenance and address issues to optimise performance.
• Collaborate with IT colleagues to escalate and resolve complex problems.

Skills

Customer service

Computer literacy

Ticketing software

Operating systems

Microsoft Office

Tools

ServiceNow

Microsoft 365

Remote desktop

Job description

IT Support Technician

Southampton - Site based

We are seeking an IT Support Technician to provide comprehensive assistance to end-users, maintain the stability of systems and infrastructure, and ensure adherence to security, governance, and compliance standards. This role is ideal for someone with a strong background in IT support and a passion for technology.

Day-to-day of the role:

• Respond to user inquiries through the Service Desk, troubleshoot technical problems, and provide effective solutions for hardware, software, and network issues.
• Install, configure, and maintain hardware components and software applications, ensuring they are up-to-date and secure.
• Develop and deliver user training sessions, create, and update documentation for troubleshooting, FAQs, and knowledge base articles.
• Provide remote and on-site assistance for users, addressing issues through phone, email, and remote desktop tools.
• Use monitoring tools to proactively identify and address potential system issues and perform routine system maintenance tasks to optimise performance.
• Collaborate with other IT professionals to escal and resolve complex technical problems, contributing to a cohesive and efficient IT support team.
• Troubleshoot and repair computer hardware, operating systems, and software.
• Administer access, permissions, and privileges.
• Maintain clear and concise documentation of IT internal and user-facing processes.
• Monitor hardware and software inventory and keep key IT equipment in stock.

Required Skills & Qualifications:

• 2+ years' experience in a similar IT support role.
• Excellent customer service skills and strong computer literacy.
• Previous experience using ticketing software such as ServiceNow.
• Installing, configuring, and using a variety of operating systems (Windows 10, macOS, iOS, Android, Linux).
• Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word, and Excel.
• Ability to pick up new systems and software easily.
• Desirable: Additional certification in Microsoft, Cisco, or similar technologies. Microsoft 365 Administration.