Onsite IT Technician

About the role

We are seeking an experienced Onsite IT Technician to deliver high‑quality, hands‑on support in a fast‑paced environment. You will act as the primary point of contact for customers, handling queries by phone, email, and face‑to‑face, and escalating complex issues to third‑party resolver groups when needed.

Key responsibilities

• Provide prompt, customer‑focused support and exceed service expectations.
• Identify, analyse, and repair hardware and software failures; order and replace parts.
• Maintain user account information, permissions, and security groups.
• Resolve Tier 2 and Tier 3 incidents onsite, coordinating with resolver groups.
• Troubleshoot network devices and coordinate with vendors for hardware/software problems.
• Install PCs, peripherals, LAN equipment, and set up security and file‑access procedures for moves.
• Execute IMAC processes: move, install, configure, test, and document equipment.
• Provide AV and conference‑room support for tools such as Webex, Skype for Business, and Zoom.

Required profile

• Minimum 5 years of onsite IT support experience.
• ITIL V3 Foundation certification (preferred).
• Microsoft Windows and Office certifications are a plus.
• Advanced Office 365 skills.
• Scripting or coding ability is advantageous.
• Strong knowledge of Active Directory, permissions, and basic networking.
• Proficiency with iOS and Android devices.
• Analytical thinker with the ability to manage stress effectively.

Required skills

• ITIL V3 Foundation
• Microsoft Windows operating system
• Microsoft Office / Office 365
• Scripting/coding (e.g., PowerShell, Bash)
• iOS and Android device support
• Basic networking concepts
• Active Directory administration
• AV/conference software (Webex, Skype for Business, Zoom)