IT Support Technician, Information Technology Support in Birmingham

We have an exciting, permanent opportunity for an IT Support Technician to join our Birmingham office (Longbridge, B31 area - office based), as we continue to grow and integrate with Howden. The team is responsible for supporting and developing the Firm’s systems. The systems are Microsoft Windows Servers based with Windows 11 workstations running Microsoft Office 365 Applications.

As the IT Support Technician, you will become the face of IT in your local office, so good customer service/communication skills and relationship‑building skills are key.

A snapshot of your day:

• Work closely with other IT team members and departments to ensure seamless IT operations and support.
• Manage personal and team workload and set priorities for support issues with the ability to work on multiple projects concurrently.
• Manage escalations from within the IT support team, escalating IT issues where necessary to the IT Operations Team, IT Database Engineering and Software Development Teams.
• Log, track, and manage incidents and service requests using a ticketing system, ensuring timely resolution in line with SLAs.
• Perform routine maintenance and updates on IT/Video conferencing systems, including servers, networks, and workstations.
• Managing cloud platforms such as Azure, Office 365 administration and Intune.
• Create and maintain comprehensive documentation for IT processes, procedures and troubleshooting guides.
• Assist in IT projects, including system upgrades, migrations, and new technology implementations.
• Provide 1st and 2nd line technical support to end‑users, resolving hardware and software issues via phone, ticketing system and in‑person.

We would love to hear from you if you have:

• Excellent communication and interpersonal skills, with a focus on providing exceptional customer service (as some projects will be client‑facing).
• Demonstrate ability to troubleshoot and resolve technical issues efficiently.
• ITILv4 Foundation Certified or familiarity with ITIL practices and principles is advantageous but not essential.
• Relevant certifications such as CompTIA A+, Microsoft Azure Fundamentals, Microsoft 365 Fundamentals, or similar are highly desirable but not essential.
• Knowledge of current IT developments and their importance in a business environment.
• Commitment to ongoing professional development and staying current with emerging technologies and industry trends.
• Self‑motivation and the ability to manage your workload and be comfortable in taking ownership of things, using your initiative and thinking proactively.

What’s in it for you:

• Competitive discretionary annual bonus.
• Generous pension scheme where we contribute 8% of your salary from day one of your employment.
• Core benefits paid for by BW including life assurance, group income protection, private medical cover and 25 days holiday per year with holiday trading.
• Employee Assistance Programme to support you and your family through any concerns or challenges you may experience.
• A comprehensive range of voluntary benefits to suit you (and your family) including an electric car leasing scheme, tech scheme, cycle to work scheme, dental cover, healthcare cash plan, health assessments, critical illness cover, extension of private medical cover or life assurance to family members, sports allowance – we pay up to 50% of your gym/sports membership (up to £50 pm), travel insurance, paid volunteering, and a broad range of discounts at hundreds of retailers including supermarkets, fitness centres, travel and leisure companies.

Accessibility: We are a Disability Confident Employer. If you require reasonable adjustments or want more information on accessibility, please let us know.