IT Support Assistant in Launceston

Charlie Bears are the makers of bears with personalities.

Since being founded by Charlotte and William Morris in 2005, the brand has captured the hearts of collectors around the world with its beautifully hand-crafted, highly sought-after bears and characters.

Charlie Bears has grown from a single beloved brand into a house of brands, each with its own distinctive identity and purpose.

Our four unique brands are designed to delight a diverse audience, from passionate collectors to thoughtful gift-givers, offering a bear or character to suit every occasion, sentiment, and personality.

At Charlie Bears, creativity, craftsmanship, and care are at the heart of everything we do.

Together, we’re continuing to grow our global presence while staying true to the charm and storytelling that make our creations truly special.

Role Overview

We’re looking for an enthusiastic and motivated IT Support Assistant to join our business IT team.

If you’re passionate about technology and want to learn in a real-world, supportive setting, this could be a great fit for you.

You’ll help deliver a responsive, customer-focused IT service across the business.

As the first point of contact for IT support, you’ll assist employees with a variety of technology needs and build valuable hands‑on skills in both first‑ and second‑line support.

You’ll join a supportive team that enjoys sharing knowledge and helping each other grow.

Responsibilities

• Provide responsive first-line IT support to colleagues across the global business, both remotely and face to face, ensuring a high standard of customer service.
• Actively manage the IT service desk, logging, prioritising, troubleshooting, and resolving incidents and service requests, escalating where appropriate to maintain agreed service levels.
• Troubleshoot and resolve desktop, hardware, software, and system issues, providing effective solutions or workarounds in a timely manner.
• Assist with user administration, including creating, maintaining, and disabling user accounts, mailboxes, and access permissions.
• Build, configure, deploy, and maintain end‑user hardware, ensuring devices are secure and fit for purpose.
• Install, configure, and maintain software applications, ensuring systems are kept up to date with patches, upgrades, and anti‑virus protection.
• Support the day‑to‑day operation, monitoring, and basic administration of servers, cloud platforms, and networked systems.
• Assist with IT infrastructure maintenance, contributing to system reliability, performance, security, and backups.
• Carry out general IT administration, including purchasing, licensing, supplier coordination, and documentation.
• Support warehouse and operational technologies, diagnosing and resolving technology issues in fast‑paced environments.
• Contribute to IT improvement projects, system upgrades, and new technology rollouts.
• Identify opportunities to enhance services through automation, AI adoption, training materials, and knowledge management.
• Help enforce data protection, cybersecurity, and compliance standards, following organisational policies and best practices.
• Create and maintain clear documentation for IT processes, procedures, and known issues.
• Work closely with internal teams and liaise with external vendors and service providers when required.
• Contribute ideas to improve IT policies, processes, and service delivery, and keep up to date with emerging technologies and industry trends.

Skills and Experience required

• A genuine interest in IT and enthusiasm for learning and developing technical skills.
• Some experience or exposure to IT support, desktop support, or a technical role (commercial or educational).
• Understanding of IT support principles and basic troubleshooting techniques.
• Familiarity with Windows Operating Systems, Networking Concepts and Microsoft Office / Microsoft 365.
• Interest or exposure to Core Business Applications such as ERP and Microsoft Power Platform
• Strong communication skills, with the ability to support users via phone, email, and remote tools
• A customer‑first mindset and professional approach to supporting colleagues
• Good organisation skills and attention to detail, especially when logging and troubleshooting issues
• Ability to work independently, prioritise tasks, and escalating issues appropriately
• Awareness of the importance of IT security, data protection, and confidentiality
• Willingness to learn new systems, tools, and ways of working in a fast‑paced environment
• Right to Work Requirement

We cannot provide visa sponsorship or help with work permit applications for this position. Applicants need to already have the right to work in the UK.

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