IT Systems 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, plus 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 similar care/social-care systems as a strong advantage
• Asset-management and vendor-management discipline, with comfort 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 and a calm, professional presence in sensitive care environments
• Enhanced DBS check and a commitment to confidentiality and safeguarding responsibilities
• Desirable: experience with remote-support tools and MDM platforms
• Desirable: familiarity with ITIL processes; ITIL Foundation certification
• Desirable: experience with Meraki networking, WiFi, CCTV and Starlink infrastructure

Responsibilities

• Be the first point of contact for all IT support across phone, email, chat and ticketing systems
• Log, categorise, prioritise and manage incidents to agreed SLAs
• Triage and resolve issues remotely wherever possible, arranging on-site attendance when 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
• Lead administration of ClearCare 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 laptops, mobiles, CCTV and Starlink units
• Provision kit, licences and accounts within 24 hours of HR notification for joiners
• Suspend accounts the same day and recover kit within 7 days for leavers
• Manage the full subscription portfolio and 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

• Hardware
• Support
• ITIL
• Microsoft 365
• Mobile
• Network
• TCP/IP
• Windows
• Office 365
• Abacus
• 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, alongside two independent specialist schools and a family of services including Silver Birch Care, Silver Birch Care (Residential Services), The Beeches, Benecare and Clover Childcare Services. We reinvest surplus funds into our services and charities rather than paying venture capital investors or corporate shareholders, and we are committed to trauma-informed, attachment-focused care. We offer fully funded qualifications, clear career pathways, ongoing development, strong team support, 28 days holiday inclusive of bank holidays increasing with service, birthday recognition, wellbeing days, pension with NEST, benefits discounts, referral bonuses, long service awards, on-site parking where available and a relaxed dress code. This role is based in and around childrens residential homes and requires confidentiality, safeguarding awareness and a calm, professional approach around vulnerable young people and home staff.

last updated 24 week of 2026