IT Support Assistant

Salary: £22,000 - 28,000 per year

Requirements

• We are looking for someone with a genuine interest in IT and enthusiasm for learning and developing technical skills.
• We would like some experience or exposure to IT support, desktop support, or a technical role, whether commercial or educational.
• We need a basic understanding of IT support principles and troubleshooting techniques.
• We are looking for familiarity with Windows operating systems, networking concepts, and Microsoft Office / Microsoft 365.
• Exposure to or interest in core business applications such as ERP and Microsoft Power Platform would be beneficial.
• We need strong communication skills and the ability to support users via phone, email, and remote tools.
• We are looking for a customer-first mindset and a professional approach to supporting colleagues.
• We need good organisation skills and attention to detail, especially when logging and troubleshooting issues.
• We need someone able to work independently, prioritise tasks, and escalate issues appropriately.
• We value awareness of IT security, data protection, and confidentiality.
• We need a willingness to learn new systems, tools, and ways of working in a fast-paced environment.
• We require applicants to already have the right to work in the UK, as we cannot provide visa sponsorship or work permit support.

Responsibilities

• We will have you provide responsive first-line IT support to colleagues across our global business, both remotely and face to face, ensuring a high standard of customer service.
• We will have you manage our IT service desk by logging, prioritising, troubleshooting, resolving incidents and service requests, and escalating where appropriate to maintain agreed service levels.
• We will have you troubleshoot and resolve desktop, hardware, software, and system issues, providing effective solutions or workarounds in a timely manner.
• We will have you assist with user administration, including creating, maintaining, and disabling user accounts, mailboxes, and access permissions.
• We will have you build, configure, deploy, and maintain end-user hardware, ensuring devices are secure and fit for purpose.
• We will have you install, configure, and maintain software applications, keeping systems up to date with patches, upgrades, and anti-virus protection.
• We will have you support the day-to-day operation, monitoring, and basic administration of servers, cloud platforms, and networked systems.
• We will have you assist with IT infrastructure maintenance, contributing to system reliability, performance, security, and backups.
• We will have you carry out general IT administration, including purchasing, licensing, supplier coordination, and documentation.
• We will have you support warehouse and operational technologies by diagnosing and resolving technology issues in fast-paced environments.
• We will have you contribute to IT improvement projects, system upgrades, and new technology rollouts.
• We will have you identify opportunities to enhance services through automation, AI adoption, training materials, and knowledge management.
• We will have you help enforce data protection, cybersecurity, and compliance standards in line with our policies and best practices.
• We will have you create and maintain clear documentation for IT processes, procedures, and known issues.
• We will have you work closely with internal teams and liaise with external vendors and service providers when required.
• We will have you contribute ideas to improve our IT policies, processes, and service delivery, while keeping up to date with emerging technologies and industry trends.

Technologies

• AI
• Cloud
• ERP
• Hardware
• Support
• Microsoft 365
• Microsoft Power Platform
• Security
• Windows
• Office 365

More

Charlie Bears, founded by Charlotte and William Morris in 2005, creates beautifully hand-crafted bears and characters with personalities and has grown into a house of brands with four unique identities designed to delight collectors and gift-givers. We are passionate about creativity, craftsmanship, and care, and we are continuing to expand our global presence while staying true to the charm and storytelling that define our creations. This role sits within our supportive business IT team in Launceston, working in a hybrid remote arrangement, and offers benefits including employee discount, free parking, on-site parking, and sick pay.

last updated 28 week of 2026