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    • Provide prompt desktop, laptop, and mobile device support to local and remote staff across multiple locations (Windows and macOS environments).
    • Assist with telecoms and VoIP-related support queries.
    • Provide 1st & 2nd line remote support via the service desk across a wide customer base.
    • IT takes ownership of incidents through to resolution, coordinating specialist or supplier support where required and keeping colleagues informed throughout.
    • Previous experience in an IT support, service desk or desktop support position.
    • Providing first and second-line technical support to users.
    • Strong analytical and troubleshooting skills, with the ability to assess the priority and urgency of support requests.
    • The role requires a customer-focused approach, strong attention to detail and the ability to support common MSP technologies including Microsoft 365, Windows…
    • Experience supporting Windows desktop and server environments.
    • IT support: 5 years (required).
    • Practical experience with Gamma, 8x8 and iPECS telephony…
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    • Enthuse customers and provide best experience through best in class hardware, software and technical support services.
    • 2 years of IT experience (or equivalent).
    • Providing first and second line support : 2 years (required).
    • Employee Assistance Programme (EAP) – confidential phone and online support and resources service…
    • An understanding of windows desktop troubleshooting.
    • IT support: 1 year (preferred).
    • Responding to support requests via telephone and email in a professional…
    • Escalating issues to specialist teams where appropriate.
    • Day-to-day Service Desk support, including standard incident handling and request fulfilment, is…
    • Established track record of providing advanced technical support and configuration of desktop software and all laptop/mobile/peripheral hardware including…
    • Experience of working in a telecoms environment and/or support desk would be advantageous.
    • You'll be committed to delivering the best experience possible,…
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    • 2nd Line level support in an MSP environment.
    • Support Microsoft Windows environments, servers, virtual desktops, firewalls, and more.
    • Tech You Will Work With*.
    • Have excellent Microsoft Windows desktop and general IT support knowledge.
    • Be able to support mobile phones and devices.
    • Good general MS Office skills.
IT Technician
Company Confidential
Middlesbrough
Permanent, Full-time
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Job details

Pay information not provided
Permanent, Full-time
Middlesbrough

Full job description

We are seeking a motivated and reliable IT Support Technician to join our internal IT team based in the Middlesbrough area. In this role, you will provide first- and second-line IT support across our growing organisation, supporting users and operations across multiple locations. You will help ensure that all hardware, software, and network systems run smoothly and efficiently.

Because we operate in a confidential environment, the successful candidate will be required to sign a non-disclosure agreement (NDA) and adhere to strict data security protocols.

Key Responsibilities:

  • Provide prompt desktop, laptop, and mobile device support to local and remote staff across multiple locations (Windows and macOS environments).
  • Provide remote and on-site IT support where required across our various locations.
  • Troubleshoot hardware, software, printer, and basic network connectivity issues.
  • Set up, configure, and provision new workstations, accounts, and peripherals for incoming employees.
  • Maintain an up-to-date hardware and software asset inventory across multiple sites.
  • Assist with basic user administration across Active Directory, Microsoft 365, and local file shares.
  • Escalate complex server, security, or infrastructure issues to senior engineering teams.
  • Document troubleshooting steps and create internal knowledge-base guides for common technical issues.
  • Work collaboratively with colleagues across different locations to ensure a consistent and high-quality IT support service.

Requirements:

  • Proven experience in an IT support, helpdesk, or similar technical role.
  • Strong working knowledge of Windows 10/11, Microsoft 365 administration, and basic networking principles (TCP/IP, DNS, DHCP, Wi-Fi).
  • Excellent problem-solving skills with a logical, methodical approach to troubleshooting.
  • Outstanding communication skills and a customer-focused attitude.
  • Ability to work independently and manage support requests across multiple locations effectively.
  • Willingness and ability to travel between company locations when required.
  • Ability to handle sensitive data with absolute discretion and professionalism.
  • Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified, or similar) or an equivalent relevant qualification/degree are a plus.

Work Location: In person

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