Helpdesk Support Technician

About the Role

Our client is seeking a detail-oriented Helpdesk Support Technician to join their IT support team in Sunderland . This role is critical for providing first-line technical assistance to employees, ensuring smooth operation of IT systems and services. You will be responsible for diagnosing and resolving a wide range of technical issues, from hardware malfunctions to software problems. This hybrid position offers a blend of on-site collaboration and remote flexibility, perfect for someone who enjoys problem-solving and assisting others. You will play a key role in maintaining a productive work environment for all staff.

Key Responsibilities

• Provide timely and effective technical support to end-users via phone, email, and ticketing system.
• Diagnose and resolve hardware, software, and network issues for company computers and peripherals.
• Install, configure, and maintain software applications and operating systems.
• Troubleshoot connectivity issues and guide users through basic network setups.
• Document all support requests, resolutions, and user guidance in the helpdesk knowledge base.
• Assist with user account management, password resets, and access permissions.

Requirements

• Proven experience in an IT helpdesk or technical support role.
• Strong knowledge of common operating systems (Windows, macOS) and office productivity suites.
• Familiarity with network protocols and troubleshooting basic connectivity problems.
• Excellent problem-solving skills and a logical approach to diagnosing issues.
• Good communication and customer service skills, with the ability to explain technical concepts clearly.
• Willingness to learn new technologies and adapt to evolving IT landscapes in Sunderland .

Benefits

• Competitive salary and benefits package.
• Hybrid working model offering flexibility.
• Opportunities for further IT training and certifications.
• Exposure to a variety of IT infrastructure and technologies.
• A supportive team environment focused on knowledge sharing.