IT User Support Technician

More Details

ANNUAL SALARY

£41,700

EMPLOYEE TYPE

Permanent, Full-Time 37.5 hours per week

REGISTERED OFFICE

16a Mottram Street, Stockport, England, SK1 3PA

1. Job Description

First-line technical support for internal and external users across IT systems, applications, and equipment. The IT User Support Technician will provide technical support, advice, and guidance to internal and external users of IT systems, applications, and equipment. The role involves diagnosing and resolving technical issues through face-to-face support, telephone, email, and other network-based communication, helping ensure that hardware, software, and connectivity issues are addressed promptly.

2. Key Objectives

Provide reliable first-line IT support to users
Diagnose and resolve hardware and software problems
Support users with IT systems, applications, and equipment
Install, configure, and maintain computers and peripherals
Assist with network and connectivity issues

3. Roles & Responsibilities

USER SUPPORT

Respond to IT support requests professionally and promptly
Identify and understand reported technical problems
Provide step-by-step assistance and practical solutions
Support users with IT systems and applications
Follow up on outstanding issues where necessary

HARDWARE & SOFTWARE

Set up and configure computers, laptops, and peripherals
Diagnose basic hardware faults and performance issues
Install and configure approved software and applications
Troubleshoot operating system and application problems
Assist with software updates and routine maintenance

NETWORK & CONNECTIVITY

Investigate internet, Wi-Fi, and network connectivity problems
Check appropriate device and network settings
Assist with network-connected equipment
Escalate complex connectivity problems where required

USER ACCOUNTS & SECURITY

Assist with account, password, and access-related issues
Support appropriate access to company systems
Follow IT security procedures for accounts and information
Maintain confidentiality of company and user data
Report suspected security or access issues appropriately

RECORDS & ESCALATION

Maintain accurate records of problems and resolutions
Monitor outstanding support requests
Identify recurring or complex technical issues
Escalate unresolved problems to appropriate resource
Clearly communicate technical information during escalation

COMMUNICATION

Explain technical matters clearly to non-technical users
Listen carefully and understand user requirements
Remain patient and professional when resolving problems
Provide clear instructions and technical advice
Manage multiple support requests effectively

USER SUPPORT

Respond to IT support requests professionally and promptly
Identify and understand reported technical problems
Provide step-by-step assistance and practical solutions
Support users with IT systems and applications
Follow up on outstanding issues where necessary

HARDWARE & SOFTWARE

Set up and configure computers, laptops, and peripherals
Diagnose basic hardware faults and performance issues
Install and configure approved software and applications
Troubleshoot operating system and application problems
Assist with software updates and routine maintenance

NETWORK & CONNECTIVITY

Investigate internet, Wi-Fi, and network connectivity problems
Check appropriate device and network settings
Assist with network-connected equipment
Escalate complex connectivity problems where required

USER ACCOUNTS & SECURITY

Assist with account, password, and access-related issues
Support appropriate access to company systems
Follow IT security procedures for accounts and information
Maintain confidentiality of company and user data
Report suspected security or access issues appropriately

RECORDS & ESCALATION

Maintain accurate records of problems and resolutions
Monitor outstanding support requests
Identify recurring or complex technical issues
Escalate unresolved problems to appropriate resource
Clearly communicate technical information during escalation

COMMUNICATION

Explain technical matters clearly to non-technical users
Listen carefully and understand user requirements
Remain patient and professional when resolving problems
Provide clear instructions and technical advice
Manage multiple support requests effectively

4. Skills, Expertise & Qualifications

Helpdesk & remote support

The successful candidate should ideally possess a relevant qualification, training, or practical experience in Information Technology, IT Support, Computer Systems, or a related technical field, demonstrating practical ability in:

Computer hardware, software, and troubleshooting
Basic networking, Wi-Fi, and internet connectivity
Windows operating systems and computer configuration
User accounts, passwords, and access support
Software installation, updates, and troubleshooting
Basic IT security and data protection principles
Business applications and standard IT systems
Remote and face-to-face technical support
Printers, scanners, and peripheral devices
Technical documentation and support records

Networks, Wi-Fi & connProfessional Competencies:ectivity

Strong problem-solving and analytical skills
Ability to prioritise support requests
Good attention to detail
Work independently and escalate appropriately
Effective verbal and written communication
Professional and customer-focused approach
Ability to explain technical information clearly
Ability to learn new systems and technologies
Strong organisation and time-management skills

Beneficial Knowledge:

IT helpdesk and ticketing systems
Cybersecurity fundamentals
Microsoft applications suite
Remote support tools
Basic network administration
Cloud-based applications and services

Personal Attributes:

Professional & Approachable
Organised & Methodical
Reliable & Responsible
Patient with Users
Works Well Under Pressure
Adaptable to All Users
Proactive Problem-Solver
Committed to Development

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