IT Support Technician

Provide First line IT support, including 2 days per week at our Banbury Cross practice. Deliver technical support via phone, email and deskside to staff across Principal Medical Ltd, covering systems such as: - Office 365 and Email - Windows 10/11 - Laptop and desktop setup/deployment - Smartphones and tablets (iOS & Android) - Hardware (laptops, desktops, smartcards, printers, scanners) - User account management (Active Directory and other accounts) Network folder access management - Bespoke system account and permission management Log detailed incidents and service requests in the service desk tool. Assign and escalate incidents to internal or external teams (2nd or 3rd Line Support) as needed, collaborating to resolve complex technical problems and enhancing your expertise for future use. Investigate support issues, escalating when necessary to appropriate teams Liaise with third-party suppliers to resolve issues and provide customer updates. Escalate unresolved issues to 2nd
and 3rd Line Support. Manage user lifecycle processes (joiners, movers, leavers) and support corporate induction events. Generate reports from ITSM software for management upon request. Assist the IT team with daily backups and file restorations. Contribute to the development of knowledge base articles and standard operating procedures (SOPs). Manage your workload independently, with guidance from senior team members. Perform additional duties as agreed with the Digital and Technology Manager