Recruitment
IT Support Technician Role
Technical support role supporting users,
devices, systems and day-to-day IT Operations
SOC Code: 3132
Location: Manchester
Working pattern: Hybrid/on-site
Reports to: IT support manager
Job summary
The IT User Support Technician will serves as the first point of
contact for all internal (or external) technical queries. He/She will be responsible for diagnosing, troubleshooting, and
resolving hardware, software, and network issues to ensure minimal downtime of client equipment;
Key responsibilities
– Log, prioritize, and resolve incoming helpdesk tickets, phone calls, and emails in line with company Service Level Agreements (SLAs).
– Maintains a comprehensive log of work in progress, calls received, actions taken and problems detected. Reports on commonly occurring queries to identify and detect underlying problems;
– Image, configure, deploy, and troubleshoot employees and clients IT equipment and devices;
– Provides technical support to IT users by advising them on how to resolve hardware and software problems;
– Installs and upgrades hardware, cables, operating systems and appropriate software as required;
– Administer user accounts, group permissions, and password resets within Active Directory and Microsoft 365 / Azure AD.
– Facilitates user access to systems and refers more complex or intractable problems to appropriate IT professionals;
Install, update, and support standard business applications, including Microsoft 365, communication tools (Teams/Slack)
Diagnose and resolve local connectivity issues involving Wi-Fi, Ethernet, patch panels, and basic routing.
– Create and maintain internal technical documentation and ADES-Products and Services user-guides.
– Researches possible solutions in user guides, technical manuals and other documentation;
Essential Job Requirements
Technical experience
-Operating Systems: Proven experience supporting Windows 10/11 and macOS environments.
-Cloud & Directory Services: Hands-on experience with Microsoft 365 administration and Active Directory / Entra ID.
-Hardware Knowledge: Strong capability to diagnose and repair desktop, laptop, and peripheral hardware faults.
-Networking Foundations: Solid understanding of TCP/IP, DNS, DHCP, and troubleshooting remote connectivity (VPNs).
Soft skills and attributes
-Customer-Centric Mindset: Excellent interpersonal skills with a
patient, empathetic approach to helping non-technical users.
-Communication: Ability to explain technical issues and solutions clearly and concisely, both verbally and in writing.
-Problem-Solving: Strong analytical skills to systematically isolate faults and identify root causes under pressure.
-Organization: Ability to manage and prioritize multiple tasks in a fast-paced environment.
Qualitifcations & Certifications (Desirable)
-CompTIA A+, Network+, or Security+.
-Microsoft 365 Certified: Endpoint Administrator Associate or Fundamentals (MS-900).
-ITIL Foundation certification (or working knowledge of ITIL frameworks).
-A degree, college diploma, or apprenticeship in a computer-related field.
