Job Type: Permanent
Work Mode: Remote
Reference: TQ2526_3132_488
Vacancy: 1
Job Title: IT User Support Technician
Location: Leicester
Job Purpose:
TESTQ Technologies is a leading IT services and solutions provider delivering high-quality digital, data, and enterprise technology solutions across multiple industry sectors. With strong domain expertise and a commitment to operational excellence, we support organisations in maintaining reliable, secure, and efficient IT environments.
We are seeking a proactive and technically skilled IT User Support Technician to provide first- and second-line technical support to end users across the organisation. The role requires strong troubleshooting abilities, excellent communication skills, and a customer-focused approach to ensure timely resolution of IT issues and seamless user experience.
Job Description (Main Duties and Responsibilities):
• Provide first-line and second-line technical support for hardware, software, and network-related issues.
• Diagnose, troubleshoot, and resolve incidents related to desktops, laptops, mobile devices, printers, and peripherals.
• Respond to service desk tickets, emails, and user requests within agreed service level agreements (SLAs).
• Install, configure, and maintain operating systems, applications, and user accounts.
• Support Microsoft Windows, Office 365, and other enterprise applications.
• Assist in onboarding and offboarding processes including account setup, access provisioning, and equipment allocation.
• Maintain and update IT documentation, knowledge base articles, and support procedures.
• Escalate complex technical issues to senior support teams or third-party vendors when required.
• Monitor system performance and proactively identify potential issues.
• Ensure compliance with IT policies, security standards, and data protection regulations.
• Support network connectivity issues including LAN/WAN, VPN, and Wi-Fi troubleshooting.
• Assist with system upgrades, patches, and routine maintenance activities.
• Provide user training and guidance on IT systems, tools, and best practices.
• Participate in IT projects such as system rollouts, migrations, and upgrades.
• Maintain asset inventory and track IT equipment lifecycle.
Key Skills, Qualifications and Experience Needed
(The candidate must demonstrate these in all stages of assessment)
• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• 3+ years of experience in IT support, service desk, or technical support roles.
• Strong knowledge of Windows operating systems and desktop support.
• Hands-on experience with Microsoft Office 365, Active Directory, and Exchange.
• Experience using ticketing systems such as Jira Service Desk, ServiceNow, Zendesk, or similar.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Experience with hardware troubleshooting and device configuration.
• Knowledge of ITIL practices and service management principles is desirable.
• Proven ability to diagnose and resolve technical issues efficiently.
• Strong understanding of IT security best practices and user access management.
• Ability to manage multiple support requests and prioritise tasks effectively.
• Experience supporting remote users and distributed teams.
• Strong documentation and reporting skills.
Other Key Skills:
• Excellent verbal and written communication skills
• Strong problem-solving and analytical thinking abilities
• Customer-focused approach with strong interpersonal skills
• Ability to work effectively in a team and independently
• High attention to detail and organisational skills
• Proactive and self-motivated mindset
• Ability to handle pressure and meet deadlines
• Adaptability to changing technologies and business needs
• Strong stakeholder engagement and support orientation
Qualifications: Bachelor's degree or above in the UK or equivalent
Salary: GBP 33,400 to 43,000 per annum
Published Date: 01 July 2026
Closing Date: 31 July 2026
Evaluation: CV Review, Technical Assessment, Personal and Technical Interview, and References
Job Type: Full-time, Permanent (Part-time and Fixed Term options are available)