IT Support Technician in Lutterworth

At BACP we operate a Hybrid Working Policy, ths team spends a minimum of 2 days per week in the Office to provide on-site support for wider colleagues

Job purpose

The IT Support Technician provides day to day technical support to BACP staff, helping ensure systems, devices and services work reliably so colleagues can support members, the public and internal services effectively.

The role supports a modern cloud based environment, including Microsoft 365, Azure, Entra ID and device management tools, with a focus on clear user support, secure access and reliable workplace technology.

Working as part of the ICT team, and alongside the Senior IT Support Technician, the postholder resolves common issues, supports users, maintains accurate records and contributes to practical improvements in documentation and ways of working.

More complex technical issues, infrastructure decisions and larger technical changes are supported or led by the Senior IT Support Technician or IT Manager, ensuring the role remains focused on responsive service delivery and safe, well managed operational support.

Accountabilities

• Provide first and second line IT support, resolving common hardware, software, access and connectivity issues promptly so colleagues can continue to work effectively and with minimal disruption.
• Provide clear, friendly and effective technical support to users, so colleagues feel supported and are able to make effective use of BACP systems.
• Manage support tickets accurately, including updates, actions and outcomes, so ICT support activity is visible, prioritised and easy to follow.
• Support Microsoft 365 services, including Outlook, Teams, Share Point and One Drive, enabling staff to communicate, collaborate and access information reliably.
• Assist with Azure, Entra ID, user and group management, ensuring account changes are completed accurately and in line with agreed processes.
• Support onboarding, role changes and offboarding activity, helping ensure staff have the access and equipment they need at the right time and that access is removed when no longer required.
• Maintain secure and well managed user access under the guidance of the Senior IT Support Technician or IT Manager, helping protect BACP systems and information.
• Set up, configure and support laptops, peripherals and other workplace devices, so staff have equipment that is ready to use and aligned with BACP standards.
• Support device deployment and management using Intune, Autopilot or similar tools, helping maintain consistent, secure and manageable devices.
• Maintain accurate records of devices, equipment and support activity, so ICT assets can be tracked, managed and replaced appropriately.
• Maintain support documentation, process notes and user guidance, helping the ICT team provide consistent support and enabling colleagues to use systems confidently.
• Follow data protection, security and organisational policies, ensuring support activity protects BACP information and the sensitive nature of the organisation’s work.

Knowledge & experience

• Experience in an IT support, helpdesk or service desk role, providing support to users with varying levels of technical confidence.
• Experience supporting Microsoft 365 services, including Outlook, Teams, Share Point and One Drive.
• Familiarity with Azure, Entra ID, user accounts, groups, permissions or similar identity and access management tools.
• Experience setting up, configuring and supporting laptops, peripherals and workplace technology.
• Basic understanding of networking, connectivity and common troubleshooting approaches.
• Experience using support ticketing systems to record, prioritise, update and resolve user issues.
• Experience with Intune, Autopilot or similar device management tools would be beneficial.
• Awareness of data protection, cyber security and safe handling of organisational information.
• Ability to explain technical information clearly and patiently to non-technical colleagues.
• Ability to manage a varied workload, prioritise support requests and know when to escalate.
• MS-900, AZ-900 or a willingness to complete one would be beneficial.

Willingness to continue developing technical knowledge in Microsoft cloud services, device management and modern workplace support.

• Friendly and approachable, with a strong focus on helping users and providing a positive support experience.
• Organised and reliable, able to manage varied support requests while keeping records and users updated.
• Clear and patient communicator, able to explain technical steps simply and calmly.

Practical and solution focused, with a willingness to investigate issues and learn from each support request.

• Careful and responsible when working with access, devices, data and sensitive information.
• Collaborative and supportive, able to work well with the Senior IT Support Technician, IT Manager and wider ICT team.
• Calm under pressure, particularly when supporting users with urgent or disruptive technical issues.
• Proactive in identifying small improvements that make systems, guidance or support processes easier to use.
• Willing to learn and develop technical skills in line with BACP’s systems and ways of working.