At a Glance
- Tasks: Provide top-notch IT support and maintenance both remotely and on-site.
- Company: Join a dynamic tech company focused on customer satisfaction.
- Benefits: Competitive salary, equity scheme, birthday off, and discounts galore!
- Other info: Enjoy social events and opportunities for professional development.
- Why this job: Make a real difference in tech while growing your skills and career.
- Qualifications: Experience in ICT support and a passion for helping others.
The predicted salary is between 30000 - 35000 £ per year.
We are seeking an enthusiastic and customer-focused individual with previous experience in the ICT sector, ideally within a 2nd Line IT Helpdesk or IT Delivery role that includes face‑to‑face, on‑site support.
The successful candidate will be responsible for troubleshooting, supporting, and maintaining IT systems both remotely and on customer sites.
This role is primarily office‑based, with regular site visits to partner premises when issues require hands‑on intervention.
A company vehicle will be provided for on‑site work.
Participation in a pre‑planned, rota‑based call service, providing technical support during scheduled weekends will be required as part of this role.
Please note: we are required to carry out a DBS check for every open vacancy.
Responsibilities
- Respond to user enquiries and provide technical support through phone, email, chat, and on‑site face‑to‑face.
- Resolve problems by applying known solutions or escalating more complex issues to higher‑level support.
- Attend partner sites to diagnose and repair services when needed, including ticket escalations.
- Perform maintenance tasks such as PC rebuild, fault diagnosis, PC repair, laptop delivery/setup, PC upgrades, firewall swap, and other small‑project works.
- Perform routine maintenance on hardware, software and networks to ensure optimal performance.
- Investigate and monitor all related telecoms, ICT, network, workstation, laptop and application performance issues.
- Create and maintain detailed records of user requests and reported issues in a ticketing system.
- Install and configure software applications and operating systems.
- Prioritise and categorise tickets based on urgency and impact.
- Create documentation and knowledge‑base articles to assist users in resolving common issues.
- Ensure all open cases are updated with relevant information and customers are updated regularly.
- Provide excellent customer service by communicating effectively and professionally with end users.
- Stay updated on industry trends, new technologies and best practices through ongoing training and professional development.
Qualifications
- 2nd/3rd line ICT background with service desk experience preferred.
- Comfortable supporting partners remotely and on‑site.
- Solid customer service experience with excellent verbal and written communication skills.
- Able to work as part of a team.
- Comfortable using CRMs and documentation solutions.
- Scheduled weekend and bank‑holiday shifts (08:30‑17:00) planned and communicated in advance as part of a rota.
- Full UK driving licence.
Benefits
- Competitive salary of £30,000–£35,000 per annum (experience depending).
- EMI Share Equity Scheme – own a slice of the Purple Pie.
- Day off for your birthday.
- Day off for life milestones such as weddings, moving house, child’s first day at school or religious holidays.
- Give‑back day to support your chosen charity.
- Discounts on gym memberships, shopping and other discounts through Perkbox.
- Social events and team‑building opportunities.
- Additional leave.
- Employee discount.
- Free on‑site parking.
- Store discount.
- Opportunities for professional growth and development.
Due to the nature of the role the company will not be able to offer sponsorship or relocation assistance, so candidates must already reside in the UK.
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