Job Overview
We are seeking a motivated and detail-oriented IT Support Assistant to join our dynamic IT team.
Working in conjunction with the Head of Technology and external Managed Service Providers you will provide the font line support for internal staff for technology matters linking in external providers where required and liaising with the Head of Technology more widely on any issues arising and on strategic matters relating to technology.
This role involves providing technical support across various platforms, ensuring smooth operation of hardware and software systems, and assisting with network and security infrastructure. The ideal candidate will possess strong communication skills, a solid understanding of operating systems, and experience in troubleshooting a wide range of IT issues. This position offers an excellent opportunity to develop your skills within a professional environment dedicated to technological excellence.
Duties
- Provide first-line technical support to end-users via email, telephone or in person, resolving issues related to hardware, software, and network connectivity.
- Liaise with external Managed Service Provider and software providers to troubleshoot and resolve user issues or systems development.
- Assist with the installation, configuration, and maintenance of computer hardware including desktops, laptops, peripherals, phones, mobiles and other technologies.
- Troubleshoot software problems across various systems including Windows, Android, Apple, Microsoft Azure, Microsoft 365, legal case management systems, accounting applications, VOIP systems and cloud printing.
- Manage user accounts and permissions in conjunction with external Managed Service Providers.
- In conjunction with the external Managed Service Providers support network infrastructure including LAN, VPNs, DNS configurations, TCP/IP settings, firewalls, and switches to ensure secure and reliable connectivity.
- Monitor system performance and perform routine updates or patches.
- Assist with the deployment of security measures in conjunction with the Managed Service Providers to safeguard organisational data.
- Collaborate with team members on projects involving software troubleshooting, system upgrades, or hardware replacements.
- Document technical procedures and maintain accurate records of support activities
- Assist in the training and upskilling of staff on uses of the software and hardware systems provided to them.
- Provide other business support as required on an ad hoc basis.
Requirements
- Experience in technical support or IT support roles with a strong background in computer hardware or software troubleshooting would be preferrable.
- Knowledge of operating systems and applications including Windows, Microsoft Azure, Microsoft 365 and CRM/practice management systems.
- Familiarity with network protocols and troubleshooting techniques would be of benefit.
- Experience supporting other staff with troubleshooting issues in a high pressure environment.
- Strong communication skills with the ability to explain technical concepts clearly to non-technical users who are operating in a high pressure environment.
- Proficiency in Microsoft Office applications along with understanding of software troubleshooting procedures.
- Ability to work independently as well as part of a team in a fast-paced environment.
- Relevant certifications are desirable but not essential.
This role offers an engaging environment for individuals eager to grow their IT expertise while supporting organisational success through effective technical assistance.
Pay: £28,000.00-£32,000.00 per year
Benefits:
- Company pension
- Enhanced maternity leave
- Referral programme
- Sick pay
Work Location: In person
