Level 1 IT Technician

Middlesbrough (Travel as required across all regions), TS1 4AT

Contract Type: Full Time Permanent

Working Hours: 35 hours per week, Monday-Friday (Flexibility required)

Triage provides information, advice, guidance, skills, workplace training, work preparation and supportive recruitment services that help people secure a job, progress in the workplace and build meaningful careers. Delivering from locations across Scotland and England, Triage partners with multiple public, private and community organisations. Working with local, regional, and national stakeholders, prime contractors and Jobcentre Plus, we deliver employment, education and training programmes that respond to the social, cultural, inclusive and economic growth agendas.

We are looking for people to join us, who reflect our values. Our five values frame our interactions and set standards both internally and externally:

• We thrive together
• We do something amazing every day
• We never give up
• We know our knowledge is power
• We act with kindness

About the role

Are you passionate about technology? We offer a supportive, hands-on role where you will gain experience, receive training and mentoring, and have access to ongoing learning and development to help you thrive in a technical space. As a Level 1 IT Technician, you will be the friendly, first point of contact for our IT support service, resolving issues, empowering colleagues, and helping the business run smoothly. If you are a natural problem solver with a helpful attitude and a commitment to great customer service, this could be the role for you.

As a Disability Confident Leader, we engage and encourage people with a disability or long-term health condition to work for us, ensuring they have opportunities to fulfil their potential and realise their aspirations. We will interview all disabled applicants who meet the minimum requirements for the job and make reasonable adjustments to ensure candidates are not disadvantaged in any way. If this applies to you, you can request consideration under this scheme during the application process.

Required criteria:

• Excellent communication skills (verbal, non-verbal, written, listening)
• A genuine interest in IT and technology
• Basic knowledge of Microsoft 365, with a desire to become an expert
• Strong organisational skills and the ability to manage workload
• Logical thinker with a proactive approach to problem-solving
• Team player with a positive can-do attitude
• Security conscious and trustworthy
• Full driving licence with access to a car
• Awareness of safeguarding and data protection principles

More details about the role:

• Act as the first point of contact for IT queries via ticketing system, email, phone, MS Teams and face-to-face
• Provide clear, jargon-free guidance to non-technical users
• Diagnose and resolve basic hardware, software and connectivity issues
• Ensure colleagues are kept informed if a problem can’t be rectified straight away
• Escalate complex problems promptly and ensure follow-up
• Set up and configure desktops, laptops, printers and mobile devices
• Set up and configure equipment for participants as required
• Create and update user accounts, ensuring smooth system access
• Support mobile phone set-up and troubleshooting
• Maintain accurate records in our IT Asset Register
• Action onboarding tickets and prepare clean, fully functional equipment for new colleagues
• Promote digital confidence and inclusion across the business
• Shadow senior colleagues during complex troubleshooting and office setups
• Travel to business locations to provide hands-on support as needed
• Contribute to continuous improvement of IT processes and service delivery

NB: This job description is intended as a guide. Duties may change in line with service needs and will be agreed through the business performance management process.

For the successful candidate, this role will require a satisfactory disclosure check appropriate to the level of responsibility involved. We handle all disclosure information in line with the relevant safeguarding legislation and the DBS Code of Practice, ensuring a fair and transparent process for all applicants. Cost will be reimbursed through our onboarding and internal expense process.