IT Support technician

JOB TITLE:                        IT Support Technician
DEPARTMENT:                IT
LOCATION:                       Onsite at Gloucester with remote support and occasional travel to other sites as required
TEMP/PERM:                  Permanent        
HOURS/SHIFTS:               37 Hours Per week.  Monday – Thursday 08:30-16:45. Friday 08:30-16:15
REPORTS TO:                   IT Operations Manager
SALARY:                            £27,000
JOB DESCRIPTION
Duties of Role
We currently have an opening for an IT Support Technician based in our office in Gloucester.
The successful candidate will be presented with a variety of challenges in a constantly changing environment, shouldering considerable responsibility to ensure the company’s IT systems are running in an efficient manner. You will support the IT Operations Manager in the day-to-day running and development of the company’s IT infrastructure.
Role Purpose 
To provide first?line and second?line technical support across the business, ensuring that all IT systems, devices, and services operate reliably, securely, and efficiently. The IT Support Technician will troubleshoot technical issues, assist users with hardware/software needs, maintain IT assets, and take part in ongoing improvement and security initiatives. 
Key Responsibilities 
User Support & Troubleshooting 

• Provide timely 1st/2nd line support for users via ticketing system, phone, email, or in person. 

• Diagnose and resolve issues with laptops, desktops, printers, mobile devices, VoIP phones, and other endpoint hardware. 

• Support users with Microsoft 365, Windows OS, and approved business applications. 

• Assist with onboarding/offboarding processes, including user account creation, device preparation, and permissions management. 

Systems & Infrastructure 

• Install, configure, and maintain IT hardware and software following company standards. 

• Support basic network troubleshooting (Wi-Fi, LAN, VPN, switches). 

• Monitoring system health, backups, alerts, and security logs where required. 

• Maintain asset inventory and ensure accurate documentation. 

Security & Compliance 

• Follow IT security policies and escalate security incidents appropriately. 

• Assist with patching, updates, vulnerability remediation, and general cyber hygiene practices. 

• Ensure that all user devices are compliant with company security baseline (AV, encryption, MFA, etc.). 

Projects & Continuous Improvement 

• Participate in IT improvement projects, migrations, hardware refresh plans, and system upgrades. 

• Recommend improvements to enhance user experience and IT service quality. 

• Collaborate with external vendors and support partners when required. 

 
Skills & Experience Required 
Essential 

• Experience in an IT support or service desk role. 

• Good understanding of Windows 10/11, Microsoft 365, Teams, and Exchange Online. 

• Familiarity with Active Directory, Azure AD/Entra ID, and basic user administration. 

• Strong troubleshooting skills for hardware, software, and networking issues. 

• Excellent customer service skills and the ability to communicate clearly with users of all technical levels. 

• Ability to prioritise and work effectively under pressure. 

Desirable 

• Experience with Intune/MEM for device management. 

• Understanding of ITIL principles and ticketing systems. 

• Knowledge of network fundamentals (TCP/IP, VLANs, DHCP, DNS). 

• Awareness of cyber security best practice. 

• Experience supporting manufacturing or operational environments. 

 
Qualifications 

• Relevant IT qualification (CompTIA A+, N+, Microsoft certs, or equivalent experience). 

• Full UK driving license (if inter-site travel may be required). 

 
Personal Attributes 

• Proactive and eager to learn. 

• Strong attention to detail with a methodical approach. 

• Able to work independently and as part of a team. 

• Positive, user-focused attitude. 

• Professional, trustworthy, and security-conscious.