IT Support Technician

An established IT support company is seeking an IT Support Technician to join its growing technology team. In this role, you will provide first-line technical support to customers across the Norfolk and Suffolk regions, delivering high-quality service through phone, email, self-service, and remote support channels.

This position is ideal for a motivated individual who enjoys problem-solving, supporting users, and delivering excellent customer service in a service desk environment.

Key Responsibilities

• Provide IT support by responding to user queries via phone, email, and self-service portals.

• Deliver remote technical support, aiming for a high level of first-time resolution.

• Maintain a consistently high standard of customer service, following IT service management and Incident Management processes.

• Log, track, and update all incidents and service requests using the Service Desk ticketing system.

• Diagnose and resolve hardware and software issues, escalating complex incidents when required.

• Offer guidance and advice to users on the effective use of IT systems and equipment.

• Ensure all escalated tickets include accurate and complete technical information.

Candidate Requirements

• Ability to work independently and as part of a collaborative team.

• Strong organisational and time management skills.

• Excellent written and verbal communication skills.

• Self-motivated with a proactive and customer-focused approach.

Eligibility

• Must have the right to live and work in the UK.

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