Job Description:

We are looking for an IT Support Technician to join our internal IT team, supporting around 200 users across 6 businesses, 14 UK locations, and our Ireland operation.

This is a varied IT support role where high-quality service desk delivery is central, with involvement in business systems support, IT operations, infrastructure support, systems administration tasks, documentation, supplier liaison, IT asset management, and continuous improvement.

The role will suit someone who enjoys understanding problems properly, making sound decisions, reading official documentation, documenting what they learn, and helping the team improve how IT services are delivered.

What you will be doing as our IT Support Technician:

• You will provide responsive, professional IT support to colleagues and, where required, external customers. You will also help maintain and improve the systems, infrastructure, and processes that support the wider business.
• Provide 1st and 2nd-line IT support to users across hardware, software, networks, Microsoft 365, business systems, and user accounts.
• Proactively monitor, triage, prioritise, and take ownership of service desk tickets and IT tasks, ensuring timely progress and resolution in line with business impact, urgency, and service expectations.
• Communicate clearly with users, keeping them informed of progress, delays, workarounds, resolutions, and next steps.
• Support the administration of Microsoft 365, Entra ID, Active Directory, Teams, SharePoint, OneDrive, Exchange Online, endpoint devices, security groups, permissions, and user access.
• Assist with infrastructure support, maintenance, and troubleshooting appropriate to the role, including:
• Network and telecoms: LAN, WAN, Wi-Fi, DNS, DHCP, TCP/IP, VPN, routing, VLANs, firewalls, VoIP, SIP, and connectivity issues.
• Systems and hardware: servers, virtual environments, desktops, laptops, mobile devices, printers, peripherals, storage, backups, and other IT equipment.
• Support core business systems, including ERP, CRM, reporting, logistics, stock, order processing, and accounting-related systems.
• Maintain accurate IT asset records, including hardware, software, licences, peripherals, user equipment, and access rights.
• Liaise with suppliers, service providers, and internal stakeholders to progress incidents, service requests, changes, and technical issues.
• Create and maintain documentation, knowledge base articles, procedures, checklists, asset records, and support notes where gaps or improvements are identified.
• Identify recurring issues, operational risks, inefficiencies, and opportunities for permanent fixes or service improvements.
• Assist with IT projects, system changes, device deployments, upgrades, maintenance tasks, and internal IT process improvements.

The environment you will work with:

You do not need to be an expert in every system from day one, but you should be keen to learn and willing to build proper understanding over time. Our environment includes Windows desktop and server environments, Linux, Hyper-V clustered hosts, Microsoft 365, Entra ID, Azure services, Active Directory, ERP, CRM, SAP BusinessObjects / Crystal Reports Server, LAN/WAN/Wi-Fi networking, firewalls, VoIP/SIP telecoms, endpoint management, IT asset management, service desk, and ITSM processes.

Who this role will suit:

The IT Support Technician role will suit someone who is naturally curious, practical, responsible, and comfortable working in a varied support environment where priorities can change.

• You take pride in delivering high-quality support, whether resolving a user issue, improving a process, or supporting a wider technical change.
• You look things up, read vendor documentation, test carefully, ask good questions, involve the right people, and keep work moving when the answer is not immediately obvious.
• You can pick up tickets and tasks proactively, communicate progress clearly, and make sensible decisions about priority, risk, impact, and the best way forward.
• You understand that procedures, standards, and documentation protect quality, while also recognising when a process could be improved.
• You work well as part of a team, share useful information, support colleagues, and can work independently without needing direction at every decision point.
• You care about both the technical fix and the user experience, and you look for lasting improvements rather than repeated workarounds.

Skills, knowledge and experience:

We are looking for an IT Support Technician with at least 2 years’ experience in IT support, service desk, infrastructure support, systems administration, or a similar technical role.

• Strong technical aptitude and the ability to understand how systems, users, infrastructure, and business processes connect.
• Good diagnostic and analytical ability, with a structured approach to identifying causes rather than only treating symptoms.
• Sound judgement when assessing priority, urgency, business impact, risk, and the most appropriate way forward.
• Ability to make progress independently when dealing with unfamiliar issues, incomplete information, or technical uncertainty.
• Working knowledge of Microsoft desktop environments, Microsoft 365, identity and access management, networking fundamentals, and common business IT systems.
• Strong written and verbal communication skills, with the ability to explain technical information clearly to both technical and non technical users.
• Good organisational ability, attention to detail, accountability for own work, and the discipline to follow through on tasks properly.
• Professional, calm, team-minded, and customer-focused approach, especially when dealing with pressure, interruptions, or frustrated users.
• Desirable: exposure to ERP, CRM, reporting systems, PowerShell, endpoint management, VoIP, Hyper-V, Linux, ITSM tools, or Microsoft certification.

Training and development

We will support ongoing development where it is relevant to the role and the needs of the business. This may include Microsoft certification, technical training, systems knowledge, or specialist areas that support the team’s work. For the right person, there is scope to build deeper technical knowledge, take ownership of systems and processes, and become a valuable technical contributor across both IT and business operations.

What we offer

You will be joining a small, hands-on IT team supporting a varied and interesting business environment. The work is broad, practical, and often challenging, with plenty of opportunity to learn how different systems, people, and business processes connect. You will work with colleagues who value helpfulness, common sense, quality, and getting things done properly.

No Agencies please.

Company Overview

We are makers, gamers, craftors, creators and engineers – inspired by transforming clients businesses through experience and design. Our teams mind map, apply research, and inspire. We design, blueprint, build and test. And at the heart of everything we do is our unrelenting drive to design better customer experiences. It fuels our creativity. It’s how we solve business problems. It’s the reason we love rolling up our sleeves and getting down to work – and it’s why we’re so successful. Our roots are solid, our future is digital, our passion is contagious and our people are simply the best. Sound like fun? Then join the family.