IT Support Technician

• Provides first point of contact and day-to-day technical support (on-site and remote) Responds to Level 1 and Level 2 support requests, aiming for successful first-call resolution
• Diagnoses issues by gathering relevant information and evaluating multiple options
• Owns incidents through to closure, escalating to Level 3 where appropriate
• Logs, tracks, and documents incidents, status, and resolutions within the ticketing system
• Provides user access services and assists customers with recovery issues
• Communicates and coordinates with internal teams and stakeholders, including the wider international IT Support team
• Creates, maintains, and improves documentation including knowledge articles, job aids, quick tips, FAQs, scripts, and checklists
• Identifies recurring issues and proposes service and lean improvements to improve queue time, reduce abandoned contacts, and increase first-contact resolution
• Provides clear, courteous, efficient support and on-the-spot guidance to customers when needed
• Facilitates learning and knowledge sharing sessions with internal teams

• Relevant qualification (e.g., HND/HNC, Degree, or technical certification in IT/Computer Science) or equivalent hands-on experience
• At least 2 years’ experience in an IT Support / Service Desk role (Level 1–2)
• Confident troubleshooting and diagnostic ability across hardware, software, and end-user issues
• Strong customer service focus with clear, professional communication in English (written and spoken)
• Comfortable working independently and taking ownership (as the on-site IT presence in Castle Cary)
• Experience supporting both Windows and macOS in an end-user environment
• Working knowledge of Active Directory (e.g., user accounts, security groups, basic administration)
• Good working knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, etc.)
• Solid understanding of networking basics and connectivity troubleshooting (Wi-Fi, VPN, DNS, etc.)
• Experience with Intune and Azure

Jamf experience desirable (Mac device management)