IT Support Technician in Mansfield

Location: Mansfield

Salary: £30,000 - £32,000

Benefits:

• A collaborative and supportive work environment.
• On site parking.
• Opportunities for career development and training.
• Competitive salary and benefits package.
• Exposure to diverse and exciting IT challenges within a dynamic organisation.

Role Overview:

The IT Support Technician plays a key role in maintaining the stability, performance, and security of IT systems across the organisation. This position is responsible for delivering advanced technical support, resolving complex issues, and ensuring a high standard of service delivery to end users. In addition to core support responsibilities, the role includes mentoring junior technicians, sharing technical knowledge, and supporting team development. The IT Support Technician also contributes to infrastructure projects, system enhancements, and continuous service improvement initiatives. The position requires a proactive, hands-on individual with strong diagnostic and problem-solving skills, excellent communication abilities, and a collaborative approach to working within a dynamic IT environment.

Responsibilities:

• 1st-3rd Line Technical Support: Manage and resolve escalated support tickets across all levels, diagnosing complex hardware, software, and network issues while providing technical guidance and mentorship to junior team members.
• Infrastructure & Systems Management: Maintain and support core IT systems, including Windows Server environments, Active Directory, Microsoft 365, and virtualisation platforms (e.g. Hyper-V), ensuring system reliability and performance.
• Network Support: Diagnose and resolve network-related issues, including TCP/IP, DNS, DHCP, VLANs, and firewall configurations, ensuring minimal disruption to business operations.
• Bespoke Application Support: Provide ongoing support, troubleshooting, and user assistance for internally developed business applications, including Excel-based tools (e.g. FTB) and Windows-based systems such as Production Tracker. Work closely with internal development teams and stakeholders to resolve issues, support enhancements, and ensure system availability and usability.
• Project Involvement & Delivery: Support the planning and execution of IT projects such as hardware rollouts, system migrations, software implementations, and asset register management.
• Documentation & Reporting: Maintain accurate and up-to-date documentation of incidents, resolutions, and system configurations. Contribute to SLA adherence, reporting, and continuous service improvement initiatives.
• User Support & Training: Provide end-user support and guidance, ensuring effective use of IT systems and promoting best practices across the organisation.
• Policy Compliance & Governance: Ensure all users adhere to company IT policies, security standards, and procedures, supporting overall compliance and risk management.
• Operational Support & Continuous Improvement: Work collaboratively with the IT team on non-support activities, including server patching, maintenance of unmanned devices, and continuous technical training and development.

Requirements:

• 5 years previous experience in a helpdesk environment is necessary.
• Planning, organising and good communication skills.
• Access to own vehicle.
• Willingness to learn.
• Understanding of SQL would be very beneficial.
• Adaptable to changing circumstances and demands.
• Good knowledge of Microsoft Office 365, especially Excel/VBA.
• Good Knowledge of Windows and Server operating system.
• Good problem-solving skills.
• Knowledge of infrastructure setups would be advantageous.