IT Support Technician

Location: Hybrid / The Crescent, Birmingham B37 7YE, UK
job type: Permanent / Full-time
Sector and subsector: IT | Technical Support
Salary: Competitive salary

Role Description

We are looking for a proactive and customer-focused IT Support professional to join our team and play a key role in keeping our technology running smoothly. This role is ideal for someone who enjoys solving problems, supporting colleagues, and working across a broad range of systems and devices. You will be the first point of contact for IT support, providing responsive, clear and practical assistance, while also contributing to ongoing improvements, projects, and IT compliance and information security activities, helping to maintain appropriate standards, controls and secure ways of working across the business.

This is a hybrid role, with a requirement to work from our Head Office at least twice a week. There may also be occasional travel to other locations based on business needs. The role reports to the IT Team Leader

Duties and Key Responsibilities

• Log, manage and respond to IT incidents and service requests using a helpdesk system, communicating resolutions clearly
• Provide first and second-line support to end users, both on-site and remotely
• Assist with IT projects, system upgrades and routine maintenance
• Deploy and configure new laptops, mobile phones and other end-user devices
• Troubleshoot hardware, software and basic network issues
• Assist in maintaining an accurate inventory of all IT equipment
• Support user accounts, permissions and access across core systems
• Ensure IT processes and activities align with company policies, information security requirements and compliance standards
• Support ongoing IT compliance activities, including maintaining records, completing compliance checks and helping to ensure required controls are followed
• Assist the Compliance team with maintaining documentation, gathering evidence and preparing for internal and external audits, including ISO 27001
• Support the identification and resolution of IT compliance or information security issues, escalating concerns where appropriate

The ideal candidate will have

• Minimum of 2 years’ experience supporting Windows environments
• A keen desire to learn and grow, while keeping up to date with industry developments and emerging technologies.
• Proactive and positive approach to work
• Excellent attention to detail
• Strong ownership and accountability, ensuring tasks are fully completed and nothing is missed.
• An interest in maintaining and developing Cyber Security standards
• Strong understanding of user needs with a customer-focused mindset
• Excellent troubleshooting and problem-solving abilities
• Ability to prioritise workloads and work independently when required
• Ability to communicate technical information effectively to colleagues and users, adapting communication to the audience
• Good knowledge of Microsoft Windows 10 and 11
• Experience with Microsoft Office and Microsoft 365
• Familiarity with helpdesk/ticketing systems
• Basic networking knowledge and troubleshooting experience
• Basic knowledge of Microsoft 365 administration, including Entra ID, Teams, Exchange Admin, and SharePoint/OneDrive Admin
• Basic MDM knowledge (Microsoft Intune preferred)
• Basic knowledge of macOS
• An interest in automation and scripting tools such as PowerShell and Power Automate
• Use of AI tools for productivity and efficiency
• Experience working within ISO27001 and other security frameworks

About Cappfinity

Cappfinity is the world leader for measuring and developing potential in Talent Acquisition & Talent Management with a focus on skills and strengths. Providing award-winning recruitment and development solutions for organisations across the globe. Founded in 2005 by Dr Alex Linley, a leading expert in positive psychology and Nicky Garcea, occupational psychologist, our unique strengths and skills methodology sits at the heart of our solutions. Our teams in the UK, Ireland, US and Australia are proud to be working with more than 200 organisations in over 60 countries. At Cappfinity, we believe in a world where skills and potential create opportunity for all.

Cappfinity will not use your data for any purpose other than the recruitment exercise for which you have applied. Your information will be shared internally for the purposes of the recruitment exercise. This includes members of the HR and recruitment team, and interviewers involved in the recruitment process.

Cappfinity will not share your data with third parties unless your employment application is successful and it makes you an offer of employment. Cappfinity will then share your data with your consent to obtain references for you, with employment background check providers to obtain necessary background checks and the Disclosure and Barring Service to obtain necessary criminal records check.

Applicants must have the right to work in the UK. Please note that we are unable to offer visa sponsorship.

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