It Support Technician

Description:

Allan Webb Ltd is seeking a motivated and customer-focused 1st Line IT Support Technician to join their busy support team based at their Stonehouse, Gloucestershire office. This is a full-time, on-site role ideal for someone with a solid grounding in IT support and a desire to deliver excellent technical assistance and customer service.

As the first point of contact for internal users and clients, the technician will be responsible for diagnosing and resolving a wide range of technical issues, ensuring that service levels are consistently met and high-quality support is delivered across the board.

Key Responsibilities:

• Provide first-line technical support to customers through Microsoft Teams chat and email.

• Troubleshoot hardware and software issues, delivering effective resolutions.

• Log and manage service tickets via the IT service management tool.

• Remotely connect to user devices to resolve technical problems.

• Escalate unresolved or complex issues to the 2nd Line Support team.

• Document issue resolutions, installation instructions, and knowledge articles in line with ISO27001 standards.

• Liaise with third-party vendors for technical and licensing resolutions.

• Monitor and resolve recurring technical issues proactively.

• Ensure compliance with service-level agreements (SLAs).

Skills & Requirements:

• Experience in IT support or customer service is preferred.

• Strong analytical and problem-solving skills with high attention to detail.

• Sound understanding of Windows desktop and server environments.

• Familiarity with Active Directory, Office 365, PowerShell, and general IT applications.

• Strong verbal and written communication abilities.

• Customer-focused, able to remain calm under pressure and in a team-oriented environment.

Qualifications:

• IT-related certifications such as CompTIA A+ or ITIL Foundation are a plus.

• A relevant IT degree or equivalent professional experience is advantageous.

The successful candidate will be required to obtain SC level security clearance and must have the legal right to work in the UK. Allan Webb Ltd is a proud supporter of the Armed Forces Covenant and encourages applications from veterans, reservists, service leavers, and military spouses/partners.