IT Support Technician in Exeter

We are looking for a proactive and skilled IT Support Technician to provide first-line technical support, assist with user onboarding, and help roll out new systems across multiple sites. The ideal candidate will have relevant IT qualifications, practical troubleshooting experience, and strong communication skills to support and empower staff in a fast-paced, growing organisation.

Responsibilities

• Technical Support & Troubleshooting
  • Provide first-line technical support for hardware, software and connectivity issues across all TOG sites
  • Diagnose and resolve common IT problems (password resets, printer issues, email configuration, device connectivity)
  • Set up and configure laptops, tablets and mobile devices for new staff
  • Maintain accurate records of support requests using ticketing system
  • Escalate complex technical issues to third-party IT support (CF Systems) with clear documentation
• User Onboarding & Access Management
  • Create and configure user accounts across Microsoft 365, PeopleHR, SchoolPod and other business systems
  • Set up email accounts, shared drives and appropriate system permissions
  • Configure door access cards and physical security systems
  • Process leaver requests, ensuring timely account deactivation and data handover
  • Work towards automated onboarding processes as systems develop
• System Rollout & User Enablement
  • Support the rollout of new bespoke systems including MIS, Basecamp (intranet), Learning Hub and Health & Safety system
  • Deliver training sessions (one-to-one and small groups) on new systems and features
  • Create simple user guides, quick reference cards and video tutorials
  • Champion digital skills across the organisation, building staff confidence with technology
  • Gather user feedback on systems and report issues or improvement opportunities
• Asset Management & Administration
  • Maintain accurate inventory of all IT equipment (laptops, tablets, monitors, peripherals)
  • Coordinate device procurement, liaising with suppliers for quotes and delivery
  • Track software licences and flag upcoming renewals
  • Manage IT consumables stock (cables, adaptors, mice, keyboards)
  • Arrange equipment repairs and warranty claims
• Documentation & Knowledge Sharing
  • Document common IT issues and their solutions in a shared knowledge base
  • Maintain up-to-date records of system configurations and access permissions
  • Create and update IT user guides and FAQs
  • Contribute to IT policy documentation (acceptable use, data protection, security)

Qualifications

• Experience providing IT support in a professional environment (this could be through work experience, apprenticeships, volunteering or previous employment)
• Practical experience troubleshooting Windows 10/11 and common office applications
• Experience setting up and configuring devices (laptops, printers, mobile devices)
• Strong working knowledge of Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Understanding of basic networking concepts (Wi-Fi, IP addresses, VPNs)
• Ability to explain technical concepts clearly to non-technical users
• Strong problem-solving skills and logical approach to troubleshooting
• Excellent communication skills, both written and verbal
• Well-organised with good attention to detail
• Patient, empathetic and professional when dealing with frustrated users

Desirable

• Experience in education, charity or multi-site organisations
• Experience with cloud-based systems and SaaS applications
• Previous involvement in system rollouts or migrations
• Experience creating user documentation or delivering training
• Understanding of GDPR and data protection principles
• Experience with helpdesk/ticketing systems (e.g. Freshdesk, Zendesk)
• Proactive and self-motivated - you spot problems before they are reported
• Eager to learn new technologies and systems
• Comfortable working independently across multiple sites
• Flexible and adaptable in a fast-paced, growing organisation
• Committed to safeguarding and understanding the unique needs of our learners
• Sense of humour
• GCSE Maths and English at Grade 4/C or above (or equivalent)
• Basic IT qualification (e.g. CompTIA A+, Microsoft Fundamentals, BTEC IT Level 3 or equivalent)
• Full UK driving licence (for travel between sites)
• CompTIA A+, Network+ or Microsoft 365 Certified Fundamentals

The Outdoors Group is a pioneering 'for purpose' organisation based in the county of Devon, providing opportunities for children, young people and adults to access education, training and fun experiences in outdoor settings. We are all about creating a fun and fantastic place to work with a strong emphasis on work-life balance as part of a community of like-minded people, focusing on providing excellent opportunities for all our learners, customers and staff. The Outdoors School is an Independent Special School that is based solely outside in a woodland setting for learners with SEMH and ASD needs. For all our roles, a DBS and reference checks are required. The Outdoors Group Ltd is committed to the safeguarding of all staff, children, young people and vulnerable adults involved in its activities and in promoting their welfare.