Role Description
The IT Support Specialist serves as the initial point of contact for internal users seeking assistance with IT issues. This role focuses on delivering fast, accurate, and customer‑centric support while ensuring issues are triaged effectively and resolved or escalated appropriately.
Key Responsibilities
Provide first‑line technical support for Microsoft products including Windows 11, Microsoft 365, Azure AD, Exchange Online, Teams.
Provide support to end users using Bespoke Network Management platform, system training will be provided with the role.
Diagnose and resolve basic hardware, software and network issues.
Log, categorize, and prioritise incoming incidents and service requests through the Solarwinds Service Desk platform.
Deliver clear, friendly, and professional communication to end users, ensuring a positive support experience.
Follow established troubleshooting workflows and knowledge‑base articles to resolve issues efficiently.
Escalate complex or high‑impact incidents to IT Support Manager with detailed diagnostic notes.
Support user onboarding activities such as account creation, license assignment, and access provisioning.
Contribute to continuous improvement by identifying recurring issues and suggesting updates to knowledge articles or processes.
Skills & Experience
Strong understanding of Microsoft 365 fundamentals (Outlook, Teams, OneDrive, SharePoint).
Basic knowledge of Azure Active Directory, identity management, and security concepts.
Demonstrate an understanding of network concepts such as TCP/IP, DNS, DHCP and the ability to perform diagnostic steps for these concepts.
Understanding of WiFi technology and ability to diagnose issues.
Excellent communication and customer‑service skills.
Ability to follow structured troubleshooting steps and work under time pressure.
Experience using service desk management tool SolarWinds is desirable.
Experience with Hikvision CCTV software is desirable but not essential.
Experience with Paxton Door Access software is desirable but not essential.
Understanding of Progress Sharefile is desirable but not essential.
Understanding of VOIP technology.
Previous experience in an IT Support or Helpdesk role.
What Success Looks Like
Fast, accurate resolution of common issues.
High customer satisfaction and clear communication.
Ability to work both independently and within a small team.
Consistent, high‑quality documentation and adherence to support processes.
Qualifications
- GCSEs or equivalent (including English and Maths).
- IT certifications such as CompTIA (A+, Network+) or Microsoft Fundamentals (desirable).
Working Hours
Typically, Monday to Friday, 08:30 - 17:00, with occasional out-of-hours support (including weekends
