IT Support Technician

The IT Support Team is responsible for supporting and developing the Firm’s systems. The systems are Microsoft Windows Server 2016/2019/2022 based with Windows 10/11 workstations running Microsoft Office 365 Applications.

We have an exciting opportunity for an IT Support Technician to join the team in our Cheltenham office. This role will be office-based and is NOT offered on a hybrid basis.

A snapshot of your day:

• Working closely with other IT team members and departments to ensure seamless IT operations and support.
• Managing personal and team workload and set priorities for support issues.
• Working on multiple projects concurrently.
• Managing escalations from within the IT support team and any other reasonable task as advised from time to time.
• Escalating IT issues where necessary to the IT Operations Team, IT Database Engineering and Software Development Teams.
• Logging, tracking and managing incidents and service requests using a ticketing system, ensuring timely resolution in line with SLAs.
• Performing routine maintenance and updates on IT/Video conferencing systems, including servers, networks, and workstations.
• Managing cloud platforms such as Azure.
• Creating and maintaining comprehensive documentation for IT processes, procedures and troubleshooting guides.
• Assisting in IT projects, including system upgrades, migrations, and new technology implementations.
• Provide 1st and 2nd line technical support to end-users, resolving hardware and software issues via phone, ticketing system and in-person

We would love to hear from if you have:

• Previous experience in a similar role
• Excellent communication and interpersonal skills, with a focus on providing exceptional customer service.
• Demonstrate ability to troubleshoot and resolve technical issues efficiently.
• ITILv4 Foundation Certified or familiarity with ITIL practices and principles is advantageous.
• Relevant certifications such as CompTIA A+, Microsoft Azure Fundamentals, Microsoft 365 Fundamentals, or similar are highly desirable.
• A clear grasp of current IT developments and their importance in a business environment. You must also be able to represent the Firm to its clients, as some projects will be client-facing.
• A commitment to ongoing professional development and staying current with emerging technologies and industry trends.
• A minimum of 5 GCSEs in grades 9 to 5 (A* to C), including English and Maths

What’s in it for you:

• Competitive discretionary annual bonus and salary review
• Generous pension scheme (we contribute 8%)
• Funded training and professional development
• Core benefits including private medical cover, life assurance, group income protection, and up to 30 days holiday per year with holiday trading
• A comprehensive range of voluntary benefits to suit you including an electric car leasing scheme, tech scheme, cycle to work scheme, dental cover, healthcare cash plan, health assessments, critical illness cover, Sports Allowance – we pay up to 50% of your gym/sports membership (up to 50 pm), travel insurance, paid volunteering, and a broad range of retailer discounts