IT Support Technician

- Provide first-line and second-line technical support via phone, email, and in person - Support users both on-site and remotely across multiple locations - Take ownership of support tickets, ensuring timely resolution and regular updates - Log and track all incidents and service requests using the ticketing system - Deliver a high standard of customer service in line with IT service management principles - Escalate complex issues where necessary while keeping users informed - Install, configure, and maintain laptops, Macs, desktops, and software - Troubleshoot hardware and software issues efficiently - Set up and support mobile devices across the business - Maintain organised IT equipment storage and asset management - Assist with recycling, refurbishing, or redeploying IT equipment - Provide guidance and training to users on IT systems and tools - Use remote support tools to assist users and demonstrate solutions - Assist with maintaining core IT systems and infrastructure - Support Windows Server environments and associated services (Active Directory, DNS, DHCP, Group Policy, DFS) - Monitor business-critical systems and ensure uptime and performance - Contribute to IT projects such as office moves, acquisitions, and system upgrades - Maintain accurate system documentation