IT user support technician

TESTQ TECHNOLOGIES LTD; East Midlands; On-site; GBP 34,000 - 44,000; Full time

Job summary

A leading IT services company in the UK is seeking an IT User Support Technician to provide first and second-line support to end users. Responsibilities include troubleshooting hardware and software issues, managing user accounts, and providing exceptional customer service. The ideal candidate will have over 5 years of experience, strong knowledge of Windows and macOS systems, and familiarity with service desk tools. This full-time role offers a competitive salary ranging from £34,000 to £44,000 per annum.

Qualifications

• 5+ years of experience in IT user support technician or related field.
• Strong knowledge of Windows 10/11, macOS, and mobile OS (iOS/Android).
• Ability to troubleshoot hardware failures, performance issues, driver problems, and peripheral configuration.
• Experience supporting M365/Microsoft Office applications.

Responsibilities

• Act as the first point of contact for IT-related issues via phone, email, chat, or in-person support.
• Provide 1st and 2nd line support for desktops, laptops, printers, and business applications.
• Diagnose and troubleshoot hardware, OS, network, and application issues.
• Support onboarding and off-boarding processes including device preparation.

Skills

Windows 10/11

macOS

Mobile OS (iOS/Android)

Troubleshooting hardware failures

Imaging tools (SCCM, Intune Autopilot)

Service desk tools (ServiceNow, Jira)

Networking (TCP/IP, DNS, DHCP)

Email issues troubleshooting

PowerShell

Education

Bachelor's degree or equivalent

Tools

SCCM

ServiceNow

Freshservice

Azure

Job description

Reference: TQ2425_3132_465

Vacancy: 1

Job title: IT user support technician

Location: Leicester

Job Purpose

TESTQ Technologies is an IT services and solutions company whose offerings spans over variety of industry sectors with strong technical, domain and process expertise helping clients grow their businesses and decrease operational costs on continuous basis in an ever-changing business environment. The IT User Support Technician provides first-line and second-line technical support to end users, ensuring timely resolution of incidents, service requests, and user issues across hardware, software, networks, and applications. The role focuses on delivering high-quality customer service, maintaining workplace technology, and supporting users in adopting systems and tools needed for daily operations.

Job Description (Main Duties and Responsibilities)

• Act as the first point of contact for IT-related issues via phone, email, chat, or in-person support.
• Provide 1st and 2nd line support for desktops, laptops, printers, mobile devices, and business applications.
• Log, prioritise, and resolve incidents and requests through an ITSM/ticketing system.
• Diagnose and troubleshoot hardware, OS, network, and application issues.
• Escalate complex issues to higher-level support teams when required.

Device & Application Support

• Install, configure, and maintain end‑user devices including Windows PCs, macOS systems, thin clients, and tablets.
• Install and update software applications, security tools, and drivers.
• Support M365 apps (Outlook, Teams, SharePoint, OneDrive) and other business‑specific applications.
• Assist with setup and maintenance of peripherals such as printers, scanners, webcams, VoIP phones, and AV equipment.

Account & Access Management

• Create, modify, and disable user accounts following access control policies.
• Support password resets, MFA setup, and permissions troubleshooting.
• Maintain security compliance when handling user credentials and privileged accounts.

Network & Connectivity Support

• Troubleshoot basic networking issues (Wi‑Fi, VPN, Ethernet, DNS, DHCP).
• Assist users with remote connectivity, access to shared drives, and network resources.
• Monitor and escalate recurring connectivity or performance issues.

Customer Service & Training

• Provide clear communication and step‑by‑step guidance to users.
• Offer mini‑training sessions or support on new tools, features, and systems.
• Maintain a customer‑focused approach with empathy, patience, and professionalism.

Operational Support

• Support onboarding and off‑boarding processes including device preparation and account setup.
• Maintain asset inventory including hardware, licenses, and peripherals.
• Document solutions, procedures, and knowledge articles for the IT team and users.

Key Skills, Qualifications and Experience Needed

• 5+ years of experience in IT user support technician or related field.
• Strong knowledge of Windows 10/11, macOS, and mobile OS (iOS/Android).
• Ability to troubleshoot hardware failures, performance issues, driver problems, and peripheral configuration.
• Familiarity with imaging tools (SCCM, Intune Autopilot, MDT) for system deployment.
• Experience supporting M365/Microsoft Office applications.
• Ability to troubleshoot email issues, calendar syncing, Teams meetings, SharePoint access, etc.
• Basic understanding of endpoint protection, antivirus, and patching tools.
• Understanding of TCP/IP, DNS, DHCP, Wi‑Fi setup, and VPN connectivity.
• Ability to diagnose basic LAN/WAN issues from the end‑user perspective.
• Experience with service desk tools such as ServiceNow, Freshservice, Zendesk, Jira Service Management, or Remedy.
• Ability to document issues and solutions clearly within the ticketing system.
• Knowledge of MFA, password policies, phishing prevention, and security best practices.
• Ability to follow IT security protocols when handling user data and credentials.
• Basic familiarity with PowerShell, Bash, or command‑line troubleshooting is beneficial (not mandatory).

Other Key Skills

• Good analytical and problem‑solving skills
• Good communication skills
• A thorough approach and self‑starter
• Focus on quality and delivery
• Working together in teams
• Leadership and effective decision making
• Flexible attitude
• Excellent customer service

Qualifications: Bachelor's degree or above in the UK or Equivalent.

Salary: GBP 34,000 to 44,000 per annum

Published Date: 01 Dec 2025

Closing Date: 31 Dec 2025

Evaluation: CV Review, Technical Test, Personal and Technical Interview and References

Job Type: Full‑time, Permanent [Part time and Fixed Term option is available]