Job Description

Our IT First Lne Support Role

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Hours - full time, 40 hours per week, 9am to 5pm, with some flexibility Location - Head Office in Stowlangtoft (on site), occasional travel to care homes in Norfolk, Suffolk & Essex Full driving licence with access to own vehicle Salary - 25k to 28K dependant on experience Reporting to - Head of Technology and Services

Key Responsibilities:

Provide first-line technical support and troubleshooting for hardware, software, and network issues via phone, email, and in-person. Log, prioritize, and manage all support requests using our IT ticketing system Perform initial diagnosis and resolution of common IT problems, including password resets, account lockouts, software installations, and printer issues. Assist users with basic application support (e.g., Microsoft Office suite, email clients). Escalate issues to appropriate second-line support or appropriate IT teams. Maintain accurate records of IT assets and configurations. Assist with the onboarding and offboarding of employees, including setting up new user accounts and equipment. Contribute to the creation and maintenance of IT documentation and knowledge base articles. Proactively identify recurring issues and suggest improvements to IT processes. Adhere to IT policies and procedures, including security best practices. Provide excellent customer service, maintaining a professional and helpful demeanour at all times.

Key Skills

Strong understanding of Windows operating systems (Windows 10/11) and Microsoft Office Suite (Outlook, Word, Excel, PowerPoint). Familiarity with basic networking concepts (TCP/IP, Wi-Fi, VPN). Strong customer service orientation and a commitment to user satisfaction. Ability to work independently and as part of a team in a fast-paced environment. High level of attention to detail and accuracy. Confident communicator Behave in a professional manner in all communications and responses

Desirable (but not essential) Skills:

Experience with Mac OS. Knowledge of Microsoft 365 administration. Familiarity with mobile device management (MDM).

What are some of the benefits we can offer you?

Paid breaks Working for the best care provider in the UK. Winner of the Excellence in Small Residential Care Award - LaingBuission Awards 2024, Care Group of the Year Winner- National Care Awards 2023, 2022 & 2021. Care Employer of the Year- National Finalist at the Great British Care Award 2025. Highly competitive pay rates Nest pension scheme Support to obtain qualifications Free wifi Paid breaks Payment incentives for staff you recommend

About Us

Stow Healthcare is a family-run, national award winning company. Our care homes are fantastic places to work and to live and we want our staff to feel as passionate about high quality care as we do.

About Head Office - The Brew House

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Stow Healthcare Group Office is the head office for the business based on the Stowlangtoft Hall site.

The office comprises Group Operations, Compliance, Finance, Admissions Management and Human Resources.

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