IT Support Services Technician

IT Support Services Technician – Join Our Dynamic Team in the UK

At Percepta, we are dedicated to delivering exceptional service excellence across diverse markets, fostering a culture of innovation and collaboration. As an IT Support Services Technician within our UK-based operations, you will play a pivotal role in ensuring seamless technology support, driving operational efficiency, and enhancing end-user experiences. This full-time, permanent role offers a blend of remote work with occasional on-site visits to our Rutherglen facility in Glasgow, providing the flexibility to balance professional growth with a rewarding career.

This is an opportunity to contribute to a globally recognised organisation that values your expertise while offering a comprehensive benefits package designed to support your long-term success.

Key Responsibilities

As the primary point of contact for IT-related inquiries, your role will encompass a broad spectrum of technical and administrative responsibilities, ensuring optimal system performance and user satisfaction. Your daily duties will include:

• First and Second-Line Technical Support: Deliver responsive and high-quality support through phone, ticketing systems, and chat platforms, addressing user concerns with precision and professionalism.
• Incident Management: Log, track, and resolve Service Desk requests efficiently using ServiceNow or other designated systems, maintaining meticulous documentation for accountability and continuous improvement.
• System Monitoring and Maintenance: Conduct daily operational checks to ensure system availability and performance, proactively identifying and addressing potential issues before they impact productivity.
• On-Site IT Support: Provide hands-on assistance with hardware setup, imaging, software upgrades, repairs, asset management, and PC relocations, ensuring smooth IT infrastructure operations.
• Access and Permissions Management: Administer user access, including ID creation and application permissions, aligning with organisational policies and security protocols.
• Collaborative Problem-Solving: Work flexibly across IT support shifts, including on-call coverage, escalating complex issues to senior teams as needed while maintaining a collaborative and solution-oriented mindset.

What You’ll Bring to the Team

We are seeking a detail-oriented and proactive professional with a strong foundation in IT support and a passion for continuous learning. Ideal candidates will possess:

• Qualifications and Experience: An associate degree or equivalent experience in IT, complemented by hands-on experience in a corporate or call centre environment. Preferred certifications include CompTIA A+ and CompTIA Network+.
• Technical Proficiency: Mid-level expertise in Help Desk operations, desktop hardware and software troubleshooting, basic network diagnostics, and familiarity with cloud services such as Azure and AWS, as well as telephony systems.
• Soft Skills: Exceptional communication and customer service skills, coupled with strong problem-solving and decision-making abilities. You must thrive in fast-paced environments, demonstrating adaptability, attention to detail, and the ability to work under pressure.
• Technical Knowledge: Proficiency in Windows 10/11, Outlook, and Office 365, with a keen ability to build rapport with stakeholders across all organisational levels.

Travel and Location Requirements

This role requires candidates to be based in the UK and within a 40-minute commute of our Rutherglen facility. Occasional travel may be required, up to 5% of the time, necessitating a valid UK driving licence and reliable transportation. Flexibility and reliability are key attributes for this position.

Why Join Percepta?

Percepta is more than an employer; we are a partner in your professional journey. Our commitment to your success is reflected in our competitive benefits package, designed to nurture both your career and personal well-being:

• Competitive Compensation: An annual salary of £34,000, complemented by an annual performance bonus, ensuring your contributions are recognised and rewarded.
• Work-Life Balance: A generous 25 days of annual leave to start, with the potential to increase by 1 day annually for the first five years, culminating in a maximum of 30 days plus bank holidays.
• Comprehensive Benefits: Access to a company pension, life assurance valued at 4x annual salary, a contributory pension scheme, and a private medical and insurance package, including discounted dental care.
• Supportive Perks: Comprehensive travel insurance for you and your family, discounts on brand new vehicles, an Employee Assistance Program (EAP), and a cycle-to-work scheme to promote a healthy lifestyle.
• Professional Growth: Join a team that values innovation and development, offering opportunities to enhance your skills and advance your career within a globally recognised organisation.

Percepta’s mission is to create lasting customer loyalty through exceptional service delivery. By joining our team, you will be part of a dynamic organisation that thrives on collaboration, integrity, and a shared commitment to excellence. If you are ready to take the next step in your IT career and contribute to a culture that values your expertise, we invite you to apply.