IT Support Technician

IT Support Technician - Cheshire 

Our Client is a growing and innovative organisation operating across multiple sectors, focused on delivering high-quality environments and customer experiences.

Their approach is centred on challenging traditional models and creating modern, forward-thinking solutions that meet the needs of evolving markets. With a strong track record of growth, they are supported by a talented and ambitious team committed to continuous improvement and excellence.

They offer a dynamic and supportive working environment, competitive salaries, and a culture that recognises and rewards success.

The Role

Our Client is seeking a IT Technician to join their team in a newly created role within the IT function.

This position will play a key part in providing 1st and 2nd line technical support, ensuring issues are resolved efficiently while maintaining a high standard of customer service. You will act as a key escalation point for more complex technical issues and support the wider IT team in delivering a reliable and responsive service.

The role requires a strong technical foundation, excellent problem-solving abilities, and the confidence to communicate effectively with both technical and non-technical users. You will also support and mentor junior team members, helping to develop capability within the service desk function.

Key Responsibilities

• Act as 2nd/3rd line escalation for complex technical support issues
• Support and mentor service desk analysts
• Troubleshoot advanced issues across Microsoft 365, Windows, and endpoints
• Support user access, identity, and device-related issues within Microsoft 365
• Take ownership of high-priority incidents through to resolution
• Help improve ticket quality, SLAs, and service desk processes
• Create and maintain clear knowledge base documentation
• Identify recurring issues and contribute to problem management
• Assist with small IT projects and change activities where required

Skills & Experience

• Strong troubleshooting experience across Microsoft 365 and Windows environments
• Experience in a 2nd line or senior IT support role
• Ability to mentor and support junior colleagues
• Good understanding of ITIL or structured service desk processes (formal certification not required)
• Strong communication skills and stakeholder management ability
• Customer-focused approach with a proactive attitude

What Our Client Offers

• Supportive and collaborative working environment
• Competitive salary and benefits
• Opportunities for career development and progression
• A culture that values learning, improvement, and success

If you are an experienced IT support professional looking to take the next step in your career within a forward-thinking organisation, we would love to hear from you.

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