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IT Support Technician

Premium Job From Creative Support
Recruiter: Creative Support
Listed on: 22nd October
Location: Stockport
Salary Notes: Competitive + Benefits
Type: Permanent
Start Date: ASAP

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IT Suppor Technician


Full time hours: 37.5 per week. Hours are to be worked flexibly, which may on occasion include participation in an out of hours on call rota which will include weekend (Sat/Sun 8am-4pm) shifts on a rota basis.

Responsible to:

IT Service Manager

Purpose of the job:

To work within the existing IT team providing computer hardware and software support for all of Creative Support's services based nationwide. To act as a first line of contact for incoming calls, dealing with IT queries and problems in a helpful and professional manner, providing the highest level of customer care.

Main Duties

1. To diagnose and resolve technical problems via the telephone, remote desktop or site visits for all computer hardware, software and peripherals using, where appropriate, a range of software tools and troubleshooting techniques.
2. To perform hardware repairs and upgrades.
3. To install, configure and upgrade software including operating systems and business applications (such as Microsoft Office) for existing and new computers (Microsoft Windows based).
4. To log all support jobs and document their outcomes.
5. To install, expand and maintain computer wired and wireless networks including their associated peripherals such as printers, broadband routers/modems, wireless access points etc.
6. To be able to configure routers, switches and firewalls.
7. To provide a professional and rapid response to all user support requests.
8. To assist in the acquisition of required computer hardware, software and peripherals, and maintaining in-house stock.
9. To assist the IT team from time to time with the development and maintenance of access databases.
10. To support users in the use of company IT systems, providing assistance and training where required.
11. To carry out system checks and where necessary refer matters to the IT Manager.
12. May be expected to travel to offsite locations to perform maintenance, repairs and general IT Support as required.


1. To notify your Line Manager of planned whereabouts and to submit accurate timesheets weekly.
2. To accept regular support and supervision from your Line Manager.
3. To carry out all work in a manner consistent with the aims of the project and the service principles adopted by Creative Support.
4. To comply with Creative Support's Equal Opportunities Policy.
5. To maintain confidentiality at all times, in accordance with the agreed policy.
6. To identify training needs in discussion with your Line Manager and to attend training events and courses as required.
7. To observe any written policies, procedures and guidelines for good practice agreed by Creative Support.
8. Any other duties as required.

Qualities Required:


  • Experience (paid or personal) in Microsoft Windows based hardware and software problem troubleshooting and resolving.
  • Car driver with full and clean driving licence (please note a car can be provided with this role so a car owner is not essential).
  • Helpdesk (telephone support) experience
  • A general knowledge and understanding of personal computer hardware architecture (CPU, Memory, Hard Disk etc.)
  • A good understanding of Microsoft Windows (Windows 7 & above) and Microsoft Office (2003 and above) and proven experience in operating system installation and upgrading.
  • Demonstrable skills in identifying and resolving many common computer faults, whether hardware, software or network related, using a systematic approach
  • An understanding of Windows based computer networking, with a fundamental knowledge of different architectures, and protocols with the ability to configure broadband and wireless connections
  • A knowledge and understanding of the different types of computer malware
  • A good awareness of computer security and an understanding of the implications surrounding it
  • Tact and diplomacy in all interpersonal relationships with colleagues and the ability to provide a high level of customer care and satisfaction
  • Self-motivation and personal drive to complete tasks to required time scales and quality standards
  • The ability to work in a professional and confidential manner with excellent personal and telephone manner
  • Willingness to work flexible hours and to travel to sites according needs of the Service/department


  • Degree or IT related professional qualification
  • Interest in IT and business systems (databases, networking, virtualisation, Citrix, VPN's)
  • Network troubleshooting using layered approach
  • Experience of using Imaging software

Hours of Work
Full time hours: 37.5 per week. Hours are to be worked flexibly, which may on occasion include participation in an out of hours on call rota which will include weekend (Sat/Sun 8am-4pm) shifts on a rota basis.

20 days plus 8 statutory days pro rata.

Birthday Holiday Bonus:
After two year continuous service you will be permanently entitled to one additional day (pro rata for part time employees) annual leave to be taken two weeks either side of your birth date. If you do not take this additional day within that period you will lose this entitlement for that year. This bonus will only come into effect in the leave year after two full years' service. Staff who are on maternity, paternity, adoption and sick leave at the time of their birthday will be entitled to take this additional leave upon their return to work.

Vaccination Policy:
We expect all applicants to Creative Support to have had at least their first Covid  19 vaccination prior to starting employment with us and to be committed to having the second vaccination within a 3 month period.

Disclosure Checks
All appointments will be subject to DBS enhanced disclosure checks.

All Creative Support employees must maintain confidentiality at all times, in accordance with the agreed policy. Any breach of confidentiality may lead to dismissal without notice. Guidance on standards expected can be found in the Employee Code of Conduct.

Probationary Period
The first four months will constitute a probationary period. When this is successfully completed, employment will be confirmed.

Sickness Policy:
Creative Support operates a discretionary company sick pay benefit scheme which is for the purposes of preventing hardship during times of serious illness. The eligibility criteria and conditions for payment of Company Sick Pay (inclusive of SSP) are shown in the Employee Handbook. You may be eligible for  Company Sick Pay benefits subject to compliance with these criteria as follows:-

  • Creative Support do not pay for the first three days of any sickness absence.
  • First twelve months service - Not eligible for Company Sick Pay though you may be entitled to SSP.
  • Twelve months to eighteen months service - Up to a maximum of four weeks at full pay.
  • Eighteen months plus service - Up to a maximum of eight weeks at full pay followed by four weeks at half pay.

Creative Support operates an auto-enrolment pension scheme with the People's Pension.

Life Assurance:
Currently set at two time's basic annual salary. Staff become members of a non-contributory group life assurance scheme after 6 month employment. This scheme provides a death in service benefit of two time's annual salary. Participation in this scheme is subject to the rules of the scheme as amended from time to time. We reserve the right to discontinue, vary or amend its life assurance scheme at any time on reasonable notice to you.

Discretionary Benefits:
Creative Support offers discretionary benefits in addition to statutory benefits. These include:

  • Paid paternity leave
  • Enhanced maternity leave
  • Compassionate leave
  • Carer's leave up to 5 days per annum

Employee Assistance Service:
This is currently administered by Health Assured. This is a completely free service, offering valuable advice on benefits, financial matters, consumer advice, health and legal issues. There is also a free counselling service which is accessible 24 hours a day, 7 days a week. Anything discussed with Health Assured is completely confidential and will not be shared with Creative Support.

Hospital Saturday Fund:
An easy and affordable way to help you spread the cost of healthcare such as dental, optical & physiotherapy.

Annual Rail Ticket:
Discounted annual rail season ticket plans available to employees through Northern Rail.

Payroll Giving:
Administered by Charities Trust, a tax efficient was of donating a regular basis to any of the registered charities either large or small.

Achieve Q Staff Awards:
Recognising dedicated staff across the organisation with standard, silver and gold awards given out every 2 months.

Your Rewards:
Employee benefits and discount vouchers available through the Your Rewards website. Long service: Awarded in the December following your 10, 15, 20 and 25 year anniversary of your continuous service date with the organisation.

Retirement Awards:
£100 bonus should you choose to retire whilst employed by Creative Support. Eligible for all permanent contracted employees with at least two years continuous service.

Refer a Friend Scheme:
Staff who successfully refer a friend to Creative Support's employment can claim £100 worth of vouchers when their friend starts and another set of £100 worth of vouchers when their friend passes the End of Probationary Review after four months of employment

Welcome Back Grant:
£200 worth of vouchers for employees who return to the organisation who had have at least six months between resigning from their original post and taking up their new role.

If applicable for your service you will be provided with a uniform. The amount of uniforms that provided will be depended on your hours worked.

Company mobile phone and laptop:
If applicable to your job role the provision of a mobile smart phone, laptop and a 3G/4G dongle may be provided. Please note the employee will be liable for any damage or theft of these devices.

Travel Expenses:
These will be paid in accordance with the organisation Travel Expenses policy, please contact the HR Department for a copy of this.

Lease Cars/Car Allowance:
A mileage allowance is payable for the use of employee's car on organisation business. The organisation will reimburse your costs incurred on organisation business on a monthly business upon receipt of authorised claim forms. If you use a car on organisation business you will be required to have business use insurance. An employee's certificate of insurance must be made available for inspection on commencing employment.