IT Support Specialist

Salary: £33,000 - 36,000 per year

Requirements

• Previous experience in an IT support, service desk or helpdesk environment, including 2nd-line or specialist work
• Good working knowledge of Windows 10/11 and Microsoft 365, including Microsoft 365 administration
• Sound understanding of networking concepts such as TCP/IP, DNS and DHCP, and hardware troubleshooting
• Experience using IT ticketing and service-management tools and managing work to agreed SLAs
• Experience administering or supporting line-of-business systems, with ClearCare or a similar care/social-care system as a strong advantage
• Asset-management and vendor-management discipline, with confidence reconciling across multiple suppliers
• Strong problem-solving skills and excellent verbal and written communication
• Ability to manage multiple priorities in a fast-paced, multi-site environment
• Full, clean UK driving licence
• Calm, professional presence in sensitive care environments
• Enhanced DBS check
• High standards of confidentiality at all times
• Awareness of safeguarding responsibilities
• Experience with remote-support tools and MDM platforms
• Familiarity with ITIL processes; ITIL Foundation certification
• Experience with Meraki networking, WiFi, CCTV and Starlink infrastructure

Responsibilities

• Be the first point of contact for all IT support through phone, email, chat and the ticketing system
• Log, categorise, prioritise and manage incidents to agreed SLAs
• Triage and resolve issues remotely wherever possible and arrange on-site attendance where needed
• Escalate unresolved issues and track them through to resolution
• Install, configure and maintain desktops, laptops, servers, mobile devices and peripherals
• Deploy and configure Windows 10/11, Microsoft 365 and business applications across the estate
• Set up and maintain network infrastructure, including routers, switches, Meraki firewalls, Starlink and CCTV
• Diagnose and resolve hardware, software and connectivity issues with lasting root-cause fixes
• Act as lead administrator for our ClearCare childrens social care management system across all modules and homes
• Manage user access, account creation and deactivation, templates and reporting tools
• Train new and existing staff, produce home-specific user guides and run refresher sessions
• Document configurations, user procedures and training completion
• Maintain the asset register cradle-to-grave for every laptop, mobile, CCTV and Starlink unit
• Provision kit, licences and accounts within 24 hours of HR notification for all joiners
• Suspend accounts the same day and recover kit within 7 days for all leavers
• Manage our full subscription portfolio, including Sona, Tribepad, Abacus, Claude, ClearCare and Microsoft 365
• Liaise with vendors on performance, pricing and contracts
• Maintain a renewal calendar 90 days forward and retire unused licences promptly
• Raise purchase orders and issue goods-received notes within 48 hours
• Reconcile invoices monthly against the asset register and subscription log
• Maintain accurate knowledge-base articles, user guides and incident records

Technologies

• Abacus
• Hardware
• Support
• ITIL
• Microsoft 365
• Mobile
• Network
• TCP/IP
• Windows
• Office 365
• Sage

More

We are Silver Birch Care Holdings, a family-owned provider of high-quality education, supported accommodation, residential care and specialist support for children and young people aged 5 to 25 across the UK. We operate more than 60 childrens homes and supported living services across London, Peterborough, Northampton, Kent and Norfolk, and we work in partnership with over 60 local authorities. Our organisation is values-led, reinvests surplus funds into our services and supports charities around the world. This IT Support Specialist role is hybrid remote in Finchley and offers a salary of £33,000 to £36,000 per year, a company car, company pension, health and wellbeing programme, on-site parking where available, 28 days holiday including bank holidays, birthday recognition, wellbeing days, team-based working patterns, fully funded qualifications, learning and development opportunities, employee assistance support, OnDemand GP access, discounts, referral bonus, long service recognition and a relaxed dress code.

last updated 28 week of 2026