IT Technician

Summary of Role:
The IT Technician is responsible for supporting the smooth, secure, and effective operation of IT services for both internal staff and external clients. Acting as a first point of contact, the role involves diagnosing and resolving a wide range of hardware, software, network, and assistive technology issues. The IT Technician installs, configures, and maintains IT equipment, including workstations, peripherals, and specialised ergonomic and assistive solutions, ensuring systems are reliable, accessible, and fit for purpose.

The role requires a strong customer-focused approach, providing professional and empathetic support through helpdesk systems, remote access tools, and onsite visits. Working closely with IT and assistive technology teams, the IT Technician supports tailored solutions that enhance productivity and accessibility. The position also contributes to service reliability through proactive maintenance, accurate documentation, effective ticket management, and adherence to data protection and GDPR best practices, helping to deliver a dependable, high-quality IT support service.

Responsibilities

Key Responsibilities:
Technical Support & Troubleshooting:

• Provide responsive day-to-day technical support to staff and end users, resolving hardware, software, and network-related issues
• Set up, configure, and maintain IT systems including desktops, laptops, peripherals, and assistive devices used within ergonomic environments.
• Diagnose and resolve issues relating to assistive technologies and associated software solutions
• Deliver effective end-user support via phone, email, remote desktop tools, and in-person where required.
• Provide onsite technical support and assistance as needed to minimise downtime and disruption.

Hardware & Software Maintenance:

• Install, update, and maintain computer hardware, software, and operating systems.
• Perform routine system checks, diagnostics, and preventive maintenance to ensure optimal performance and reliability.
• Manage and maintain inventory of IT equipment and ensure availability of required devices for employees and clients.
• Coordinate repairs, upgrades, and replacements of IT equipment when required.

Network & Security Management:

• Ensure data backup processes are maintained and troubleshoot any issues related to storage or data access.
• Adhere to and promote best practices for data protection and information security in line with GDPR requirements.
• Assist in maintaining secure and reliable access to systems and networks.

Client Support for Technical Solutions:

• Assist in the setup and support of assistive technology software and hardware solutions for clients, ensuring optimal functionality.
• Provide support and guidance to clients on using IT-related ergonomic tools.
• Work with the assistive technology team to ensure smooth integration of ergonomic solutions into the client's workplace.
• Demonstrate a strong customer-first mindset, delivering professional, empathetic, and solutions-focused support at all times.

Technical Support Administration

• Accurately manage and update support tickets within the Helpdesk system, ensuring clear documentation and timely resolution.
• Produce diagnostic reports and prepare quotations for device repair or replacement approvals.
• Maintain clear records to support reporting, auditing, and continuous service improvement.

Requirements

Qualifications:

• Proven experience as an IT Technician or similar role, preferably in a company specialising in ergonomic or assistive technologies.
• Strong knowledge of computer hardware, software, operating systems (Windows, Mac, and Linux), and networking fundamentals.
• Experience with ticket management via HelpDesk and in turn working to meeting strict KPIs.
• Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
• Strong communication skills and the ability to provide technical support to both technical and non-technical users.
• Knowledge of network security protocols and data protection best practices.
• Ability to manage multiple tasks and prioritise effectively in a fast-paced environment.
• Experience with installing and troubleshooting assistive technology or ergonomic software and devices is a plus.
• Relevant certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or similar.
• Experience in the ergonomics or assistive technology field.
• Driver’s license is a must have.

Benefits

Company Benefits

• 28 days annual leave
• Birthday day off
• Private healthcare scheme
• Company pension scheme
• Employee recognition awards
• Casual Fridays
• Company events
• Career progression opportunities
• Overtime / hybrid availability