IT Support Technician

• Are you passionate about helping people get the most from technology?
• Do you enjoy solving technical problems while delivering a great customer experience?
• Could you be the person colleagues rely on to keep systems running smoothly and support them when they need it most?

Up to £32,500

Permanent / Full Time

Stevenage with Hybrid Working

At the IET, making our world a better place starts by creating a better place for our people. At the IET you'll have more than just a job. Our work is exciting and challenging, connecting the people who solve the problems that matter. It means working with us has real meaning and impact, and you'll grow - professionally and personally - in ways you never thought possible. We're also making significant investments in our people, including providing a modern, vibrant workplace and embracing hybrid working.

What you'll be doing

As our IT Support Technician, you'll play a key role in ensuring colleagues across the IET can work effectively and confidently with the technology they use every day. Acting as a trusted point of contact for technical support, you'll provide a professional, responsive and customer-focused service for users across our Stevenage head office and wider locations, and you will take pride in delivering IT service excellence to all.

Working as part of a collaborative IT team, you'll support a broad range of technologies including Microsoft 365, desktop operating systems, end-user devices, telephony solutions and meeting room technology. You'll take ownership of incidents and service requests from initial diagnosis through to resolution, ensuring colleagues receive timely support while maintaining high levels of customer satisfaction.

This is a varied role that combines reactive support with proactive problem-solving. You'll monitor and identify potential issues before they impact users, contribute to the ongoing improvement of services and processes, and support the delivery of IT projects that help modernise the technology experience across the organisation.

You'll also play an important role in helping colleagues make the most of the tools available to them. Whether providing guidance, producing documentation or sharing best practice, you'll help build confidence and capability across the organisation while maintaining a strong focus on service quality and continuous improvement.

What we hope you can bring to the role

We're looking for a customer-focused IT professional with experience providing technical support within a busy business environment. You'll enjoy diagnosing and resolving technical issues and take pride in delivering a high-quality service that makes a genuine difference to the people you support.

You'll have strong troubleshooting skills across Microsoft desktop environments and Microsoft 365 applications, alongside a good understanding of the infrastructure and technologies that support modern workplaces. Just as importantly, you'll be a strong communicator who can explain technical information clearly and build positive relationships with colleagues at all levels.

You'll be organised, proactive and able to manage competing priorities effectively, remaining calm and professional when dealing with a varied workload. You'll also enjoy learning new technologies and finding opportunities to improve services, processes and the overall user experience.

Most importantly, you'll bring a positive, collaborative approach and a genuine desire to help others succeed through technology.

A little more about the role

• Provide technical support for Microsoft desktop operating systems, Microsoft 365 and associated business applications.
• Support and maintain user devices including PCs, laptops, mobile devices and Apple hardware.
• Deliver support for telephony systems and audio-visual meeting room technology.
• Diagnose, log and resolve incidents, service requests and technical issues.
• Monitor systems proactively to identify and address potential problems.
• Contribute to IT projects and support the delivery of technology improvements.
• Create and maintain user guidance, technical documentation and knowledge resources.
• Promote technology best practices, including security, backups and safe usage.
• Support asset, incident and problem management activities.
• Build strong relationships with colleagues across the organisation to deliver excellent customer service.

A little more about what we're looking for

• Proven experience providing technical IT support within a professional IT or business environment.
• Strong knowledge of Microsoft desktop operating systems and Microsoft 365 applications.
• Experience supporting hardware including laptops, desktops, mobile devices and peripheral equipment.
• Good understanding of networking concepts and technologies, including LAN and WAN environments.
• Strong troubleshooting, analytical and problem-solving skills.
• Experience managing and prioritising support requests in a busy environment.
• Excellent customer service and stakeholder management skills.
• Ability to explain technical information clearly to non-technical audiences.
• Strong written and verbal communication skills.
• A proactive approach to learning, continuous improvement and service enhancement.
• Ability to work effectively both independently and as part of a team.
• Experience supporting audio-visual, collaboration or telephony technologies would be beneficial.

Please note, this role is known internally as a Technical Support Analyst.