IT Support Technician ( Help Desk )

A dynamic organisation based in Belfast is seeking a proactive and customer-focused IT Support / Help Desk Technician to join their team. This role involves supporting users both remotely and on-site across multiple locations in Northern Ireland, so access to a car insured for business use is essential. The ideal candidate will be a skilled problem-solver with strong communication skills and a passion for delivering excellent IT support.

Benefits:

• Salary up to £28,000
• Excellent career development opportunities
• 32 days annual leave
• Private health care
• Free on site parking

Key Objectives:

• Provide fast, effective IT support to ensure smooth day-to-day operations.
• Guide users through system configurations, troubleshooting, and maintenance both remotely and on-site.
• Listen to user concerns and provide clear, practical solutions to meet their needs.
• Work closely with other IT team members and external suppliers to resolve issues.
• Maintain professionalism and integrity in all interactions.

Key Responsibilities:

• Respond to support requests via email, phone, and in person.
• Troubleshoot hardware and software issues and provide clear step-by-step guidance.
• Manage user accounts, including onboarding and offboarding processes.
• Perform regular system checks, updates, and backups.
• Escalate complex issues to senior IT staff or external providers when necessary.
• Follow up with users to ensure issues are fully resolved.
• Document solutions and provide feedback to improve IT services.

Essential Criteria:

• Experience: 2+ years in an IT support role, preferably within a Microsoft 365 environment.
• Education: HNC/HND, NVQ Level 3, or equivalent qualification with ICT content.
• Technical Skills:
  • Experience with Active Directory (including Azure/Entra ID).
  • Strong problem-solving and analytical skills.
  • Proficiency in Microsoft 365 tools and platforms.
• Soft Skills:
  • Excellent verbal and written communication.
  • Strong interpersonal skills and a focus on delivering exceptional service.
• Other Requirements:
  • Full UK driver's license and access to a car insured for business use.
  • Flexibility to work outside standard hours when needed.
  • A commitment to learning and developing new skills.

Desirable Skills:

• Experience with mobile device management systems (e.g., Intune).
• Familiarity with antivirus tools, preferably Microsoft Defender.
• Knowledge of backup software and processes.
• Experience with Microsoft SharePoint Online, Power Apps, and Power Automate.
• Basic networking knowledge, including VPNs and firewall configuration.
• PowerShell scripting for automation tasks.