Job Description

Are you an experienced IT Support Technician looking for your next challenge? We’re looking for a proactive and customer-focused individual to join a busy helpdesk team in Waterlooville. In this role, you’ll be the first point of contact for our customers, providing initial technical support, troubleshooting issues, and ensuring incidents are handled quickly and effectively. You’ll play a key role in delivering an excellent service, solving problems, and escalating where required – all while keeping customers informed every step of the way.

Key Duties

• Act as the first line of support for customer incidents and requests via phone, email, and ticketing system.
• Perform initial troubleshooting of software bugs, system failures, and connectivity issues.
• Provide first-time fixes where possible and follow escalation procedures when required.
• Prioritise incidents based on urgency and customer impact.
• Keep customers updated on progress, expected resolution times, and outcomes.
• Document recurring issues and solutions to improve the knowledge base.
• Monitor system performance and logs, reporting potential issues before they escalate.
• Support post-incident analysis by identifying root causes and recommending improvements.

Skills & Knowledge

• Minimum 1.5 years’ experience in IT support/helpdesk roles.
• Strong customer service focus and ability to communicate clearly at all levels.
• Experience supporting Microsoft Windows and Apple Mac devices.
• Proficiency with Microsoft 365, including Exchange, SharePoint, OneDrive, and Intune.
• Basic understanding of networking (DNS, Wi-Fi, VLANs, VPNs).
• Familiarity with ITIL and Cyber Essentials frameworks.
• Ability to manage ticket triage, prioritisation, and escalation effectively.
• A motivated team player with excellent problem-solving skills.

Benefits

• Competitive salary of £26,500.
• Company pension scheme.
• Life assurance and private healthcare.
• Generous holiday allowance (28 days including bank holidays, increasing with service).
• Birthday leave and time off over Christmas.
• Professional growth and development opportunities.
• On-site parking.
• Volunteer days.
• Employee Assistance Programme.
• Hybrid working.
• Casual Fridays with free breakfast and afternoon drinks.