Reference: TQ2526_3132_488
Vacancy: 1
Job Title: IT User Support Technician
Location: Leicester
Job Purpose:
TESTQ Technologies is a leading IT services and solutions provider delivering high-quality digital, data, and enterprise technology solutions across multiple industry sectors. With strong domain expertise and a commitment to operational excellence, we support organisations in maintaining reliable, secure, and efficient IT environments.
We are seeking a proactive and technically skilled IT User Support Technician to provide first- and second-line technical support to end users across the organisation. The role requires strong troubleshooting abilities, excellent communication skills, and a customer-focused approach to ensure timely resolution of IT issues and seamless user experience.
Job Description (Main Duties and Responsibilities):
- Provide first-line and second-line technical support for hardware, software, and network-related issues.
- Diagnose, troubleshoot, and resolve incidents related to desktops, laptops, mobile devices, printers, and peripherals.
- Respond to service desk tickets, emails, and user requests within agreed service level agreements (SLAs).
- Install, configure, and maintain operating systems, applications, and user accounts.
- Support Microsoft Windows, Office 365, and other enterprise applications.
- Assist in onboarding and offboarding processes including account setup, access provisioning, and equipment allocation.
- Maintain and update IT documentation, knowledge base articles, and support procedures.
- Escalate complex technical issues to senior support teams or third-party vendors when required.
- Monitor system performance and proactively identify potential issues.
- Ensure compliance with IT policies, security standards, and data protection regulations.
- Support network connectivity issues including LAN/WAN, VPN, and Wi-Fi troubleshooting.
- Assist with system upgrades, patches, and routine maintenance activities.
- Provide user training and guidance on IT systems, tools, and best practices.
- Participate in IT projects such as system rollouts, migrations, and upgrades.
- Maintain asset inventory and track IT equipment lifecycle.
Key Skills, Qualifications and Experience Needed
(The candidate must demonstrate these in all stages of assessment)
- Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
- 3+ years of experience in IT support, service desk, or technical support roles.
- Strong knowledge of Windows operating systems and desktop support.
- Hands-on experience with Microsoft Office 365, Active Directory, and Exchange.
- Experience using ticketing systems such as Jira Service Desk, ServiceNow, Zendesk, or similar.
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Experience with hardware troubleshooting and device configuration.
- Knowledge of ITIL practices and service management principles is desirable.
- Proven ability to diagnose and resolve technical issues efficiently.
- Strong understanding of IT security best practices and user access management.
- Ability to manage multiple support requests and prioritise tasks effectively.
- Experience supporting remote users and distributed teams.
- Strong documentation and reporting skills.
Other Key Skills:
- Excellent verbal and written communication skills
- Strong problem-solving and analytical thinking abilities
- Customer-focused approach with strong interpersonal skills
- Ability to work effectively in a team and independently
- High attention to detail and organisational skills
- Proactive and self-motivated mindset
- Ability to handle pressure and meet deadlines
- Adaptability to changing technologies and business needs
- Strong stakeholder engagement and support orientation
Qualifications: Bachelor's degree or above in the UK or equivalent
Salary: GBP 33,400 to 43,000 per annum
Published Date: 01 July 2026
Closing Date: 31 July 2026
Evaluation: CV Review, Technical Assessment, Personal and Technical Interview, and References
Job Type: Full-time, Permanent (Part-time and Fixed Term options are available)
Pay: £33,400.00-£43,000.00 per year
Education:
Experience:
- IT User Support Technician: 3 years (preferred)
Language:
Work authorisation:
- United Kingdom (preferred)
Work Location: Remote
