IT Technician (Tier 1 Support)

About the role

We are seeking a hands‑on IT Technician to provide Tier 1 support to production and support teams in a busy, people‑driven environment. You will be the first point of contact for end‑users, troubleshooting hardware and software issues both in person and remotely, and ensuring problems are resolved from start to finish.

Key responsibilities

• Provide first‑line IT support to production and support staff, diagnosing and resolving hardware and software issues.
• Maintain a high first‑time resolution rate and own user issues through to closure.
• Pre‑build, configure, and set up PCs, notebooks, docking stations and printers.
• Coordinate equipment moves during departmental relocations and ensure conference‑room IT systems are operational.
• Maintain the IT asset register and manage support tickets on the help‑desk.
• Escalate complex issues when required while retaining responsibility for resolution.

Required profile

• 2–5 years of practical IT support experience in an office environment supporting 30–150 users.
• Comfortable working independently as the first line of support.
• People‑first, dependable, service‑driven attitude with calmness under pressure.
• Clear communication skills for non‑technical users, creatives and senior leadership.

Required skills

• Windows 11 desktop troubleshooting.
• Microsoft 365 suite (Outlook, Teams, OneDrive, user setup).
• PC and laptop hardware, docking stations and printer support.
• iOS and Android mobile device support.
• Basic knowledge of email security solutions such as Mimecast (advantage).
• Backup monitoring and basic restore checks (advantage).
• IT asset register management.
• Relevant certifications (A+, Microsoft Fundamentals, MCSE/MCITP) – beneficial but not mandatory.