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IT Support Technician

Salary: Negotiable/Excellent + BenefitsStart date: To Start ASAPLocation: DerbyContract type: Permanent

Job description

We're recruiting an IT Support Technician to provide hands-on and remote assistance to employees and consultants at a leading Global technology business. Based in Derby you will provide internal end user support throughout the region partnering with teammates throughout the world to resolve issues.


You will be tasked with making sure that SLA’s are being met, offer brilliant customer service with an empathetic nature and provide excellent technical support each day, as well as act as a resource in special projects; following processes, policies, procedures, making recommendations where appropriate and applying strong communication within a team setting. Strong customer service orientation is essential for this role.


Required Skills and Experience:


  • 4-5 years’ experience in IT Support & Service Management with a focus on desktop support (experience working for a mid-sized company a plus)
  • University degree preferred (although not essential) along with technical certifications: Microsoft, A+ Certification or equivalent job experience
  • Hands on experience providing end-user support in a Windows Active Directory environment with proficient hardware and software troubleshooting skills for desktops and laptops, Windows 7/10, Microsoft Office and email. Apple Computer Support experience is a plus
  • Ability to handle elevated IT demands such as translating business requirements into IT solutions by applying or developing new application and system processes
  • Solid experience with networking protocols and components within a corporate WAN
  • Experience supporting video conference systems, desk phones, mobile phones, tablets and networked printer/copier devices
  • Excellent interpersonal and customer service skills
  • Excellent written and verbal skills
  • Passionate about quality customer service and positive interactions with internal customers
  • Sees issues as opportunities to resolve and potentially prevent from reoccurring with a positive attitude & demeanour
  • Proactively researches solutions and improvements to environment
  • Self-starter applying a motivated approach to projects and problem resolution requiring little direct management
  • Team player with ability to be an independent thinker and come up with solutions
  • Ability to make decisions in the best interest of the end user, the team and the company
  • Possesses diplomatic and calm personality
  • Passionate about technology




  • Provide first and second-level telephone, remote, and desk-side support on laptops, desktops, printers, video conference, mobile phones and peripherals for employees & contractors
  • Actively manage the support ticket queue including appropriate updates
  • Maintain local hardware inventory
  • Serve as primary contact for all user account management
  • Ensure all software is properly licensed and coordinate the purchase when necessary
  • Process on and off-boarding employees and contractors in compliance with security processes and policies
  • Provide adequate communication on all issue status to end users
  • Handle physical computer moves as required
  • Participate and collaborate on IT projects as required
  • Adhere to company and IT policies
  • Provide support for video conferences and other meeting technologies
  • Maintain vendor contacts for the region, generate quotes and comply to the global purchasing process
  • Participation in on-call rotation
  • Traveling to other sites as required
  • Supporting for other IT services E.g. Telecommunications, Audio-Visual, Server, Network as required


Salary: Negotiable/Excellent + Benefits


Location: Derby, Derbyshire

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