IT Support Technician

As the IT Support Technician, you will be the first point of contact for colleagues seeking help with technology-related issues and requests. You will play a vital role in ensuring the smooth operation of our IT infrastructure, troubleshooting problems, supporting end-users, and maintaining systems to optimise performance and security.

What you'll be doing:

· Provide IT support to all Owl colleagues and associates, including hardware and software troubleshooting, resolving issues promptly.

· Perform regular maintenance tasks including software updates, security patch deployment, and support backups and data protection measures to ensure system integrity.

· Support connectivity and access to IT systems, resolving any related issues to ensure seamless user experience.

· Document technical issues and their solutions to improve efficiency and knowledge sharing within the team.

· Collaborate with the Compliance and People team to deliver a smooth and supportive onboarding experience for new starters, including account setup, equipment provisioning, and ordering of equipment.

· Track and manage IT assets, including hardware and software inventories, keeping records accurate, and regularly visiting our head office to service and prepare returned equipment for reuse or disposal.

· Deactivate user accounts for leavers in a timely manner, repurpose or securely dispose of returned hardware.

· Update and deactivate user accounts for new starters and leavers in a timely manner.

· Support colleagues through training and knowledge sharing to enhance their skills with IT systems and applications.

· Liaise with our MXDR partner and address any issues they raise promptly and effectively.

· Work closely with the IT Support Manager and other teams to support and deliver various IT projects.

· Identify and implement enhancements to current processes and ways of working to drive efficiency, innovation, and improved outcomes.

We'd love it if you had:

· Experience in first or second-line IT support.

· Proficiency in Windows operating systems, Microsoft Office Suite, Microsoft 365 and common IT support tools.

· Knowledge of GDPR.

· Relevant certifications such as CompTIA A+, or Microsoft Certified IT Professional (MCITP) are desired but not essential.

We'd love it if you are someone who is:

· Able to work with changing demands and priorities.

· A team player who can work collaboratively with other departments.

· Organised and proactive.

· Great at communicating with the ability to explain technical concepts to non-technical users.

· Excellent analytical and problem-solving skills to diagnose and resolve technical issues efficiently.

What you'll get:

• Being part a purpose led organisation, with strong values at the heart of everything we do.
• Working alongside our exceptional clinical leadership team and colleagues.
• The opportunity to do amazing work with our charity 'Waiting Well'
• 50% off assessments, making Autism and ADHD assessments more accessible for you and your family.
• Great leave benefits package includes 25 days of annual leave, increasing by 1 day after only 1 year service up to a maximum of 30 days, your birthday off, and a 'you do you' day to spend on yourself.
• Hybrid and Home working offering the perfect blend of flexibility and in-person collaboration
• Growth opportunities, as we grow our teams.
• Protected time to connect with colleagues.

You're someone who connects with our values:

• We are one team
• We are reliable
• We are creative
• We are passionate

Don't be put off if you cannot tick all the boxes. We know that candidates can be put off applying if you don't feel you are a 100% there, but we would still love to hear from you We get that a diverse workforce makes a great workforce, this is the reason we are committed to creating a diverse and inclusive culture where our people can turn up, be themselves & thrive.

We want you to be as relaxed as possible during our selection journey which may require an adjustment to our process. We encourage you to be open about what you need so we can adapt and allow you to thrive.

This role will operate on a hybrid basis and there is an expectation to attend our office in Pontypool 3 times per week.

The salary for this role is up to £30,000 per year for the right candidate.

Job Type: Full-time

Pay: Up to £30,000.00 per year

Benefits:

• Additional leave
• Free parking
• On-site parking
• Work from home

Work Location: Hybrid remote in Pontypool NP4