IT Service Technician

We're a tech-first marketing powerhouse on a mission to free marketers from the mundane. With over a decade of growth, our team of 2000+ dedicated marketers, state-of-the-art technology, and unwavering customer service are all focused on one thing: empowering creative brilliance.

As an IT Service Technician, you will be the first point of contact for our employees and/or clients, providing technical assistance and resolving IT-related issues efficiently. You'll handle a variety of queries, troubleshoot problems, and ensure a seamless user experience, all while developing your technical skills in a fast-paced environment.

Key Responsibilities

·      Respond to incoming support requests via message, email, or ticketing system in a timely and professional manner.

·      Troubleshoot and resolve basic hardware, software, and network issues on Mac and Windows.

·      Escalate complex issues to 2nd/3rd Line Support or other relevant teams with detailed notes.

·      Assist with user account setup, password resets, and basic system administration tasks.

·      Provide clear and friendly guidance to users, ensuring they understand solutions or next steps.

·      Log all incidents and resolutions accurately in our support system.

·      Contribute to maintaining and updating knowledge base articles for common issues.

·      Support the onboarding process for new employees by setting up IT equipment and accounts.

·      Perform administrative tasks such as preparing deployments on returned IT equipment.

Skills & Qualifications

·      A passion for technology and a desire to build a career in IT.

·      Strong problem-solving skills and a proactive attitude.

·      Excellent communication skills, both verbal and written, with a customer-focused approach.

·      Basic understanding of IT systems (e.g., Windows OS, Microsoft Office, and networking fundamentals).

·      Ability to work well in a team and manage multiple tasks under pressure.

·      Previous experience in a customer service or technical support role is a plus but not essential.

Essential Requirement

As part of your professional development in this role, you will be required to complete either a Level 3 IT Apprenticeship or relevant Microsoft certifications within the first 16 months of employment. Full support and resources will be provided to help you achieve this goal.

Work's a treat!

On top of a competitive salary, you can expect a whole load of perks:

• 25 days' holiday + bank holidays - we understand the importance of you getting some down time.

• Annual Wellbeing Day - enjoy an additional day on us to look after your physical and mental wellbeing.
• Pension Scheme - helping you save towards your retirement home in the sun!
• Corporate Medical Cash Plan - claim back the cost of your medical treatments.
• Smart Working Options - spend up to 40% of your working week from home.
• So many savings - through our online community platform, you can access dozens of daily deals, from money off top brands to discounts on days out.

• Employee Assistance Programme - our people are at the heart of everything we do, so if you're happy, we're happy.
• Cycle to Work Scheme - save on the cost of biking to work.
• Monthly Employee Awards - Employee of the Month programme with £250 bonus
• Raising money for charity including a paid Volunteer Day - we're all about giving back... and having lots of fun in the process!
• Referral scheme - know the perfect person to join the team? You could bag £1,500 for a putting a good word in.

• Wellbeing Programme - giving you the opportunity to join regular, interactive Wellbeing Workshops or join our 30 plus Wellbeing Champions.
• Enhanced Family Friendly Leave - support for you and your family to help you navigate through the craziness of family life

We Value Diversity

We champion and welcome diversity in our workforce and ensure all job applicants receive equal and fair treatment, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality.

We are not only committed to increasing the visibility and recognition of talent from under-represented groups within our organisation, but the wider industry too.

At the end of the day, we make sure we take time to look after ourselves, each other, and the planet, because we're always stronger together.

ITG have a number of community groups (ERGs) available to employees which offer a safe space for like-minded colleagues, with shared interests to connect, socialise and check in with each other. These include Black ITGers Together, LGBTQ+ Together, Mens Health Together, Muslims Together, Neurodiversity Together, Working Parents and Carers Together and Women In Tech Together.

What next?
If you found yourself interested in knowing more, drop us your application and someone from our team will be in touch.