The Role:
Olleco is seeking a highly skilled, customer friendly, enthusiastic IT Support Technician to join our team. This position is perfect for someone who wants to build strong foundations in enterprise IT support, customer service, Microsoft cloud administration and structured troubleshooting. Olleco Group IT is raising support standards, investing in skills development and building a more mature service operating model. The successful candidate will be part of that journey and will help turn everyday support cases into better user experiences, stronger evidence and lasting service improvement.
This is a Blisworth, Northamptonshire office-based role.
You will be mainly responsible for:
- Provide customer-friendly technical support to Olleco users by telephone, email, remote control and face-to-face where appropriate.
- Act as the first point of contact for incidents and service requests, ensuring each case has a clear issue statement, affected user or site, business impact, urgency and initial categorisation.
- Ask appropriate first-level qualifying questions before making assumptions, and record what has been checked, ruled in, ruled out or escalated.
- Resolve low-level technical issues relating to Microsoft 365, Windows, user equipment, standard software, basic networking and approved service requests, following agreed knowledge articles and procedures.
- Build and configure standard user equipment and known software in line with documented build standards, asset processes and security expectations.
- Ensure tickets are correctly classified, prioritised and progressed in line with agreed OLAs, while maintaining quality of notes, ownership and next action visibility.
- Provide clear user updates where cases are delayed, complex, escalated, dependent on a third party, or require user action.
- Use diagnostic summary updates for suitable cases, covering what was reported, what has been checked, what was found, what has been changed or tried, next action, owner and requested user confirmation.
- Escalate medium-complexity issues to Level 2 with sufficient context, including symptoms, impact, tests completed, screenshots or logs where useful, workaround status, and any business urgency.
- Label temporary workarounds clearly and ensure unresolved root cause, repeat incidents or recurring symptoms are highlighted for problem/root-cause review.
- Close cases only after user confirmation, evidenced resolution, or documented closure rationale following appropriate follow-up.
- Create, update and maintain knowledge base articles for Level 1 tasks, standard service requests, FAQs, recurring fixes and user guidance.
- Maintain accurate asset records and support the integrity of user equipment, stock and configuration information.
- Contribute evidence from real cases to team learning, coaching, service improvement activity and customer success feedback themes.
Technical Skills:
- At least 2 years of experience in IT support or a closely related technical support environment.
- Experience supporting Microsoft 365 / Office 365 users and common productivity applications.
- Working knowledge of Microsoft Admin centres, Microsoft Entra ID / Azure AD concepts and on-premises Active Directory user support.
- Working knowledge of Microsoft Intune Endpoint Management or willingness to develop capability in endpoint management processes.
- Ability to troubleshoot common Windows, device, account, access, printing, connectivity and application issues using a structured method.
- Ability to document support actions, evidence and user communication to a consistently high standard.
- Understanding of basic cyber hygiene, confidentiality and the need to follow approved procedures for access, identity, devices and data.
Possess at least one of the certifications (or suitable equivalent):
- Microsoft 365 Fundamentals (MS 900)
- Microsoft Azure Fundamentals (AZ 900)
- Microsoft Security, Compliance and Identity Fundamentals (SC-900), desirable
- Microsoft Azure Data Fundamentals (DP-900), desirable where relevant
Possess the following characteristics:
- Passionate about technology and willing to learn new technologies.
- Comfortable working with ambiguity and be able to adapt as Olleco grows.
- A problem solver who works independently.
- Comfortable working with our internal customers and stakeholders who enjoy the face-to-face interaction.
- Eager to develop your career and expand your skill set.
- Excellent interpersonal skills and enjoy collaborating with others.
- Ability to get the job done, whether working alone or as part of a team.
- Strong written and spoken English skills.
- Ability to learn technical concepts and communicate their value to management.
- Ability to document support actions to a high standard.
Olleco is an Equal Opportunities Employer. We are dedicated to fostering an inclusive environment where all employees are valued based on their abilities. We believe that diverse voices and perspectives are essential for our growth. By empowering diverse teams to excel, innovate, and be heard, we all achieve more. We welcome applications from individuals of all backgrounds, regardless of age, disability, gender, gender identity, marital or civil partnership status, pregnancy or maternity, race (including colour, nationality, and ethnic or national origins), religion or belief, or sexual orientation.
