IT Support Technician job description

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

RESPONSIBILITIES
- Pick up an unfamiliar area fast enough to be useful in it.
- Judge priority from stated urgency and impact, apply the team's SLA targets, and re-route a wrongly assigned ticket.
- Provision a device for its role by following the runbook and applying the listed policies and software, with a senior on hand when a build fails the checklist.
- Diagnose a routine remote fault from its symptoms using the remote-access tools, following the runbook, with a senior on hand for anything outside it.
- Install and map printers, scanners and docks for a user, and follow the runbook to find whether the device, driver or network is at fault.
- Coordinate a joiner, mover or leaver request across the systems it touches, and confirm every checklist item is closed before sign-off.

REQUIREMENTS
- No earlier level needed: this is the first level of the ladder

REQUIRED SKILLS
Service Desk
- Ticket Triage and Prioritization — 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.
- User Communication and Service Experience — You can tell a user what happens next and when to expect it, following the desk templates, with a senior on hand for any complaint.

Endpoint Support
- Endpoint Provisioning and Configuration — You can provision a device for its role by following the runbook and applying the listed policies and software, with a senior on hand when a build fails the checklist.
- Remote Troubleshooting and Diagnostics — You can diagnose a routine remote fault from its symptoms using the remote-access tools, following the runbook, with a senior on hand for anything outside it.
- Mobile Device Management — You can enroll a phone or tablet in the management platform by following the runbook, with a colleague checking its profile before it reaches the user.
- Patch and Update Management — You can push an approved update to a group of machines and report which took it and which failed, with a colleague choosing the group and timing.
- Print and Peripheral Support — You can install and map printers, scanners and docks for a user, and follow the runbook to find whether the device, driver or network is at fault.
- Endpoint Security Operations — You can check that a device reports disk encryption and a running security agent, and flag any that do not to a senior.

Identity & Access
- Identity and Account Lifecycle Management — You can coordinate a joiner, mover or leaver request across the systems it touches, and confirm every checklist item is closed before sign-off.
- Access Reviews and Permission Audits — You can compare the list of people with access to a system against the current staff list, and flag each mismatch for a senior to decide.
- Directory and Group Management — You can create, disable and move accounts in the directory as the joiner and leaver runbook says, with a colleague checking group membership before handover.
- Password and Multi-Factor Authentication Support — You can handle resets, lockouts and lost second factors alone, verifying who you are speaking to before restoring anything.

Infrastructure
- Network 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 its members as instructed, with a senior approving anything shared outside the organization.
- IT Asset and License Management — You can record a new asset or license in the register with the details the process asks for.
- Backup and Data Recovery Support — You can check scheduled backup jobs and report failures, and restore a single file when asked.

IT Operations
- Knowledge Base and User Enablement — 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, checking each figure against the previous period before it goes out.
- IT Shift Handover and Escalation Management — You can write a handover in the agreed template covering the tickets you touched and what is still open, with a senior deciding what to escalate.
- IT Operations Planning and Capacity — You can gather and keep current the figures a plan rests on, such as headcount, license counts and device ages, for a senior to turn into the plan.
- IT Change Management — You can apply the change control steps to an approved change under supervision, and record the outcome on the change ticket.

Delivery
- Project Management — You can keep your own tasks and deadlines in a current to-do list, and tell your manager as soon as work you own will be late.
- Planning & Estimation — You can estimate how long a task will take once the approach is clear, and you say promptly when the estimate turns out to be wrong.
- Ownership & Accountability — You can stay responsible after you hand work over: you check it did what it was meant to, fix your own mistakes, and give updates before anyone asks.
- Quality Focus — You can choose checks that suit the task in front of you, catch your own mistakes before anyone else sees them, and confirm the result works once people start using it.

Craft
- Problem Solving — You can work out what is wrong in work you did not create, and you fix the underlying cause instead of working around the symptom.
- Domain Expertise — You can apply the basics of your field to the work you are given, and ask an expert when a task goes beyond what you have learned.
- 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 so your team can act on it, and play a request back in your own words before you act on it.
- Collaboration — You can work well with people in other roles, share context and credit, and take criticism of your work without defending territory.
- Writing & Documentation — You can document your own work well enough for a colleague to follow it unaided, such as a how-to guide or a handover, and keep it current as things change.
- 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 open 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.