IT Support Technician job description

IT support — IT Support Technician
Triages and resolves first-line tickets under guidance.

REQUIRED SKILLS
Service Desk
- Ticket Triage and Prioritisation — You can judge priority from stated urgency and impact, apply the team's SLA targets, and re-route a wrongly assigned ticket.
- Service Restoration Coordination — You can follow the incident runbook for a known fault, keep the ticket updated, and hand off cleanly when you go off shift.
- IT Problem Investigation and Trend Analysis — You can notice that a ticket looks similar to ones you have seen before and flag it to a colleague.
- Service Level Management — You can find the SLA target for a ticket type and say whether a given ticket is inside or outside it.

Endpoint Support
- Endpoint Provisioning and Configuration — You can provision a device end to end, apply the correct policies and software for the role it is going to, and fix a build that fails the checklist.
- Remote Troubleshooting and Diagnostics — You can diagnose a routine remote fault from symptoms and remote-access tools, and fix it without a script.
- Mobile Device Management — You can enrol a phone or tablet into the management platform by following the runbook and hand it over working. Someone checks the profile that landed on the device before it reaches its user.
- Patch and Update Management — You can push an approved update to a group of machines and report which ones took it and which failed. A colleague picks the group and the timing, and goes through the result with you.
- Print and Peripheral Support — You can install and map printers, scanners and docks for a user and fix the common faults without escalating. You work out whether the device, the driver or the network is at fault before swapping hardware.

Identity & Access
- Identity and Account Lifecycle Management — You can action a role change across the systems it touches, and check an account against the checklist before closing the request.
- Onboarding and Offboarding Coordination — You can coordinate onboarding or offboarding across several teams, chase a step that is late, and confirm every item closed before sign-off.
- Access Reviews and Permission Audits — You can pull a list of who has access to a system and compare it with the current staff list. You flag what looks wrong and leave the decision on it to someone senior.
- Directory and Group Management — You can create, disable and move accounts in the directory the way the joiner and leaver runbook says. Someone checks the group membership before the account is handed over.
- Password and Multi-Factor Authentication Support — You can handle resets, lockouts and lost second factors on your own, verifying who you are talking to before you restore anything. You refuse the shortcut a frustrated user asks for and explain why.

Infrastructure
- Network Fundamentals and Connectivity Support — You can explain the difference between a local network problem and an internet problem, and check basic settings like Wi-Fi and VPN connection.
- SaaS Application Administration — You can carry out a routine admin task in a SaaS tool, such as adding a user, from written instructions.
- Cloud Storage and File Sharing Administration — You can create a shared drive and add or remove people from it as instructed, and show a user where their files have gone. Someone senior approves anything shared outside the organisation.
- IT Asset and Licence Management — You can record a new asset or licence in the register with the details the process asks for.
- Backup and Data Recovery Support — You can check that the scheduled backup jobs ran, report the failures and restore a single file when someone asks. A colleague takes anything larger than one user's data.

IT Operations
- Knowledge Base Authoring — You can follow the house template to write up a fix you just performed, so the next person can repeat it.
- IT Vendor and Contract Coordination — You can raise a support case with a supplier, give them the detail they need and chase it to a resolution. Someone senior handles anything that touches cost or the terms of the contract.
- IT Operations Reporting and Metrics — You can produce the standard ticket and asset reports on schedule and check the figures look sane before they go out. Someone senior explains what the numbers mean.
- IT Shift Handover and Escalation Management — You can write a handover covering the tickets you touched and what is still open, using the agreed template. Someone senior decides what needs escalating before you go off cover.
- IT Operations Planning and Capacity — You can gather the figures a plan rests on, such as headcount, licence counts and how old the devices are, and keep them current. Someone senior turns them into the plan itself.

Delivery
- Project Management — You can follow a plan someone else wrote, keep your own tasks up to date, and flag a task you own as soon as you know it will slip.
- Planning & Estimation — You can estimate a task you have been given once the approach is clear, and you say promptly when the estimate turns out to be wrong.
- Ownership & Accountability — You can own a piece of work after release: you watch how it behaves, fix what you broke, and are never chased for a status update.
- Quality Focus — You can choose checks that suit the work in front of you, catch your own mistakes before review, and confirm the result behaves once it is live.

Craft
- Problem Solving — You can diagnose problems in work you did not build, and you fix the underlying cause instead of routing around the symptom.
- Domain Expertise — You can apply the basics of your field to the work you are given, and you know who to consult at the edge of what you know.
- Continuous Learning — You can pick up an unfamiliar area fast enough to be useful in it, and you turn what you learned into something others can reuse.

Communication
- Communication — You can explain your work to your team so they can act on it, and you take vague requirements and ask the questions that sharpen them.
- Collaboration — You can work well with people in other roles, share context and credit, and take criticism of your work without defending territory.
- Technical Writing — You can document your own work well enough for a colleague to follow it unaided, and you keep that document current as the work changes.
- Stakeholder Management — You can keep your manager and immediate team informed of your progress, and you raise an issue before someone else discovers it.

Leadership
- Leadership — You can act on direction well, seek feedback on how you work, and be transparent about what you need help with.
- Mentoring — You can share what you have just learned with your peers and help a newer colleague find their way around.
- Strategic Thinking — You can explain why the work you were given matters and who it is for.