Job Title
IT Support Technician (6 month FTC)
Location
Haskel – Sunderland
About Us
Haskel is the market leader in high-pressure fluid management, designing and manufacturing a range of products that enable the controlled use of high-pressure and flow-generating equipment, including pumps, gas boosters, air amplifiers and hydrogen compression solutions. As part of the Ingersoll Rand group and with over 75 years of expertise, Haskel’s leadership in the market is built on a reputation of safety, reliability, and the highest quality, providing equipment for critical applications and accelerating the transition to sustainable energy.
Job Summary
The IT Support Technician provides the first point of contact for colleagues requiring IT support. The role is responsible for logging, prioritising, troubleshooting and resolving IT issues where possible, while ensuring a high level of customer service.
The role supports users across hardware, software, mobile devices and IT services, escalating more complex issues to 2nd or 3rd line support teams as required.
Responsibilities
The role includes (but is not limited to) the following responsibilities:
- Act as the first point of contact for IT support requests via phone, email, ticketing system and walk-up support.
- Log, categorise and prioritise incidents and service requests accurately.
- Provide first-line troubleshooting for hardware, software and access-related issues.
- Resolve issues within agreed service levels or escalate where necessary.
- Manage tickets through to resolution, ensuring regular communication and updates to end users.
- Support Microsoft Windows operating systems and Microsoft 365 applications.
- Create, modify and disable user accounts and permissions within Active Directory.
- Support mobile devices, laptops, desktops, printers and other end-user equipment.
- Assist with device builds, deployments and replacements.
- Maintain accurate records within the IT service management system.
- Follow IT procedures, policies and security requirements.
- Support hardware setup, moves and basic workstation configurations.
- Contribute to knowledge base articles and user guidance documents.
- Complete all required training and mandatory compliance activities.
Basic Qualifications
Essential Qualifications/Experience:
- Previous experience in a customer service or IT support environment.
- Working knowledge of Microsoft Windows and Microsoft 365 applications.
- Experience using an IT ticketing or service management system.
- Basic understanding of Active Directory user administration.
- Experience supporting desktops, laptops and mobile devices.
- Understanding of IT hardware and peripheral devices.
- Good written and verbal communication skills.
Desirable Qualifications/Experience:
- Experience using ServiceNow or similar service desk tool.
- Knowledge of device imaging and deployment processes.
- Basic understanding of networking concepts such as IP addressing and connectivity.
- Experience supporting printers and multifunction devices.
- Relevant IT qualification or certification (CompTIA A+, Microsoft Fundamentals or equivalent).
Travel & Work Arrangements/Requirements
Based at the Sunderland site. Occasional travel to other company locations may be required to support business needs.
Key Competencies
- Strong customer service and communication skills.
- Friendly, professional and approachable manner.
- Ability to remain calm and effective when dealing with technical issues.
- Good problem-solving and troubleshooting skills.
- Well organised with strong attention to detail.
- Able to prioritise workload and manage multiple tasks.
- Team player with a willingness to learn and develop technical skills.
- Reliable, adaptable and self-motivated.
What We Offer
- 25 days holiday and bank holidays (Option to purchase additional 5 days)
- 7% Employer pension contribution
- Westfield Health medical cash plan cover
- Death in service benefit of 4 x salary
- Cycle scheme (after probation period)
- Electric car scheme (after one year of employment)
- 10% of salary in shares (after one year of employment)
- Employee assistance program
- Enhanced maternity & paternity policies
- LinkedIn Learning access
