Systems Support Technician

Salary: £26,551 – £26,647

Location: Fareham

Employment type: Permanent, Full Time

Working hours: Monday – Thursday 9:00 am – 5:00 pm; Friday 9:00 am – 4:30 pm

This role requires a full driver’s licence and access to a vehicle, and flexible working across several sites.

Job Purpose

The IT systems support technician plays a pivotal role in maintaining and supporting our IT systems and SaaS applications. The primary responsibilities include ensuring that technology operates smoothly and efficiently, access controls are maintained, helping users with second‑line technical issues, and contributing to overall performance of IT systems.

Main Responsibilities

• Understand and comply with industry standard security practices such as Cyber Essentials Plus.
• Liaise with third‑party organisations such as application providers, ensuring issues are logged correctly and resolved within set SLA’s.
• Assist the IT team in testing any new applications, projects or systems.
• Apply experience and knowledge to enable complex incident resolution and promptly escalating and redirecting unresolved incidents, whilst ensuring IT users are fully updated on status.
• Provide user support for hardware devices such as desktops, laptops, phones and printers etc.
• Provide additional basic support for our core applications like housing management, finance, HR and training.
• Assist in ensuring that equipment is updated to the latest critical and security patch levels.
• Ensure key technical documentation is kept up to date, particularly those related to specific IT processes and procedures, such as admin guides.
• Develop and continuously improve own skills and knowledge.
• Produce device or user metric reports to the IT team leader or IT manager as required.
• Provide IT induction to new staff (including use of equipment and access of applications).
• Liaise with third‑party managed service providers, network services and security partners to resolve staff security, hardware, or connectivity issues.
• Maintain and respond to access requests for data shares and applications in a timely manner including removal of leavers etc.
• Support and respond to requests for new and additional devices.
• Ensure our device management systems are accurate and up to date.
• Administration of all systems and applications used by Two Saints.
• Assist in ensuring that our ICT policies are followed, and carry out general user access control, permission changes etc.
• Oversee daily tasks in the IT inbox, such as security alerts, updates and staff changes and carry out any follow‑up actions required.
• Assist with the setting up and decommissioning of services.

Essential Criteria

• At least two years’ experience or equivalent qualification in a related support role.
• Proven technical ICT skills (Microsoft Entra, Intune, Exchange Online & Teams administration).
• Ability to work to deadlines.
• Flexible and approachable attitude.
• GCSE or equivalent level qualifications preferable.
• Excellent communication skills – written and oral.
• Experience of performing routine maintenance on IT systems to ensure optimal performance and security.
• Full/clean driving licence and own transport essential.
• To understand and demonstrate our values at all times.

Desirable Criteria

• Experience of proactive problem resolution.
• Comfortable with visiting staff groups on site and providing support clinics to fix issues, provide training or guidance on how to resolve common problems.
• Experience of logging and tracking incidents and requests, prioritizing them based on urgency, and ensuring timely resolution.
• Able to work closely with other IT teams, such as network administrators and infrastructure managers, to ensure seamless operation and support of the IT environment.

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