Job Description:

Technical Support Specialist

Contract: IT
Location: Stoke, ST1 5PZ
Hours of work: 40 per week
Contract Type: Fixed Term Contract – 12 months

Our client, a leading provider of facilities services in the UK, is seeking a Technical Support Specialist to provide 1st and 2nd line IT support, acting as the first point of contact for users across the organisation.

This role is responsible for resolving technical issues across desktop, mobile devices, and applications, ensuring incidents and service requests are managed effectively and in line with agreed service level agreements (SLAs).

Job Overview

The Technical Support Specialist will deliver a high standard of customer-focused IT support while contributing to the stability, security, and reliability of IT systems. The role plays a key part in ensuring users receive timely and effective technical assistance, supporting day-to-day business operations.

In addition to operational support, the role will contribute to IT projects, documentation, and continuous improvement activities. Working closely with wider IT teams, the postholder will help maintain efficient services and support system upgrades, deployments, and change initiatives.

Key Responsibilities

• Act as the first point of contact for IT support requests through approved support channels
• Log, categorise, prioritise, and manage incidents and service requests in line with SLAs
• Provide 1st line support for desktop environments, applications, and mobile devices, resolving issues at first contact where possible
• Investigate and resolve more complex technical issues as part of 2nd line support
• Manage user accounts, permissions, access controls, and authentication issues
• Support endpoint and application configuration, patching, updates, and routine maintenance
• Escalate unresolved or high-impact incidents to 3rd line or specialist teams when required
• Participate in IT projects, system upgrades, deployments, and service improvement initiatives

Person Specification

• Experience in 1st and/or 2nd line technical support within a service-based environment
• Strong troubleshooting and problem-solving skills across desktop, mobile, and application support
• Good understanding of operating systems, devices, and basic networking concepts
• Experience of user account management and access control
• Familiarity with IT ticketing systems and SLA-driven support environments
• Clear and professional communication skills with a strong customer service focus
• Ability to manage multiple priorities in a fast-paced environment
• Willingness to learn, develop, and support IT projects and change activities