IT Support Technician

Salary: £27,000 - 30,000 per year

Requirements

• We require 4 years of IT support experience.
• We require a full UK driving licence.
• We require the right to work in the United Kingdom.
• We are looking for advanced knowledge of Microsoft 365, operating systems, business applications, printing systems, and network systems.
• We need strong diagnosis skills for end-user hardware and software, as well as network devices.
• We value excellent communication skills, active listening, and the ability to interact professionally with clients.
• We need someone who can type quickly and accurately while speaking on the phone.
• We are looking for someone who is enthusiastic about problem-solving and technical challenges.
• Experience with ticketing systems, RMM tools, PSA software, remote support tools, technical service tickets, CIS Controls, or professional IT certifications such as Microsoft MCP, MCSA, MCSE, ITIL, or ITSM is desirable.
• Experience in a helpdesk or Managed Service Provider environment is desirable.

Responsibilities

• We answer client enquiries by phone and email.
• We use our ticketing system to manage, resolve, and track helpdesk tickets and service requests.
• We investigate and resolve escalated support tickets promptly and efficiently.
• We take ownership of complex support issues and break them down for accurate tracking and resolution.
• We monitor ticket progress to keep clients updated and prevent delays.
• We record all work activities accurately in our ticketing system.
• We review our RMM dashboard and carry out remediation actions according to internal procedures.
• We monitor and complete scheduled and automated maintenance tasks.
• We work with clients to recommend and implement best practices that improve performance and security.
• We keep clients informed about the status of their issues, including any changes or outages.
• We provide remote maintenance and support for hardware systems.
• We maintain and update client documentation.
• We continuously monitor IT systems for performance, availability, and security.
• We manage workloads using clients PSA systems in line with their processes.
• We follow our SOPs and security procedures at all times.
• We identify, communicate, and help mitigate risks to our business and our clients businesses.
• We identify opportunities for improvement and contribute constructive suggestions for change.
• We support innovative change and undertake other duties as required.

Technologies

• Hardware
• Support
• ITIL
• ITSM
• Microsoft 365
• Network
• Security
• Office 365

More

We are West View IT and our teams primary objective is to become the IT company you dont need to call by keeping our clients exceptionally happy. This is a full-time, permanent IT Support Technician role based in Stowmarket (IP14 1HA), working in person. The position offers a salary of £27,000 to £30,000 per year, along with company events and a company pension. It is a great opportunity for someone who wants to progress as our organisation grows.

last updated 24 week of 2026