IT Support Technician

We’re currently looking to recruit a talented Desktop Support Technician to join our established, fast‑paced team. Reporting to the Desktop Support Team Manager, you will be the first point of contact for all IT issues and security incidents from colleagues across the business with an aim of first‑time resolution.

Role

IT Support Technician

Location

Liverpool City Centre, on site

Working hours

37.5 hours per week, Monday to Friday on a 3‑week rolling rota between 8:00 am and 9:00 pm, working 1 in 8 Saturdays from 9:00 am to 5:30 pm.

Salary

up to £31,000 DOE

Responsibilities

• To be the first point of contact for all IT issues, security incidents and requests from within the business, aiming for first‑time resolution and escalating to resolver groups as required; maintain ticket management, SLAs and KPIs.
• Provide deskside and remote IT support to the business user base.
• Manage service & security incidents within a service desk ticketing solution, adhering to agreed processes and SLA requirements, and fulfilling the escalation process to 3rd line infrastructure, application support and 3rd party support resolver groups.
• Perform daily, weekly and monthly system check processes.
• Troubleshoot and resolve network connectivity issues.
• Administer Active Directory.
• Monitor system and infrastructure availability and performance.
• Manage VOIP and digital phone systems, ensuring customers have the best possible experience.
• Assist in the maintenance and distribution of software packages, both manual and automated.
• Perform actions necessary within all security compliance processes.
• Build client devices using automated solutions and patch management tools.
• Monitor and manage web and email security filter rules within company guidelines.
• Manage, perform, maintain and test backups and recovery procedures.
• Participate in production support and continuous improvement activities to enhance team practices and maintain high‑quality solutions.
• Adhere to change control best practice.
• Maintain the knowledge base.
• Assist with application and product testing as required.

Qualifications

• Minimum 1 year working in a support role within a managed IT service desk function.
• Experience with Windows 10 and 11 operating systems.
• Experience supporting anti‑malware solutions.
• Strong problem‑solving and troubleshooting skills.
• Understanding of security principles and endpoint solutions.
• Excellent written communication and documentation skills.
• Ability to communicate with all levels of staff within the business and with external 3rd parties.
• Ability to work under pressure and to tight deadlines.
• Experience working within an ITIL service management model or holding an ITIL qualification.
• Office365 support experience.
• Basic network knowledge.
• CompTIA or other relevant qualifications are beneficial.
• Understanding of security, server, virtualization and cloud solutions support.

Benefits

• Competitive salary and comprehensive benefits package.
• Professional development opportunities and support for career advancement.
• Supportive and inclusive work environment.
• Maximum 35 days’ holiday (depending on role and tenure) including bank holidays, with buy/sell options.
• 24/7 mental health support and free counselling available.
• Flexible benefits, including early access to salary via internal platform.
• Hybrid working options to support work‑life balance and individual needs.
• Recognition awards, social events and more.

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