Job Description

The company

THF Holdings are a group of family-owned companies. Our core business is Contract Candles and Diffusers which was founded in 1997 and is a leader in the manufacturer of luxury candles and diffusers for many of the world's leading luxury brands. We also have a glass printing and decoration business, and a direct-to-consumer candle brand in 'Lower Lodge Candles'. The company has around 280 employees based in the South-East & Newcastle. The company is built on traditional, hard-working, family values.

IT & Systems Support Technician (1st Line)

The job in a nutshell:

To provide high-quality, friendly and efficient first-line (Level 1) IT and systems support to colleagues across the business. This role is responsible for day-to-day user support, PC/laptop setups, onboarding, software installation and troubleshooting. It also supports core Microsoft 365 services (SharePoint, Teams and mailboxes), managing access and permissions via groups. The role is primarily based in Chichester with occasional travel to other sites to assist with IT setups and support.

Key Responsibilities:

Service Desk / 1st Line Support

Act as the first point of contact for IT support requests via walk-up, phone, Teams, email and/or ticketing system. Diagnose and resolve common hardware, software, printing and connectivity issues. Maintain clear, regular communication with users, setting expectations and providing progress updates. Log, update and close tickets with accurate troubleshooting notes to support a growing knowledge base. Escalate complex issues to senior IT resources or third-party suppliers with appropriate diagnostics and evidence.

Device Setup, Onboarding & Rollouts

Prepare and deploy laptops/desktops/mobile devices, including configuration, required applications, security baseline, printers and peripherals. Support joiners, movers and leavers (equipment handover, basic access tasks and day-one readiness). Assist with on-site setup at other locations when required (new starter setups, desk moves, equipment rollouts and project deployments). Help maintain IT stock levels (laptops, docks, peripherals, cables) and keep basic asset records up to date.

Microsoft 365 / SharePoint / Teams / Mailboxes

Manage and support SharePoint sites and permissions efficiently (site access, document libraries, sharing, and permission groups). Manage Microsoft 365 user groups, including security groups and dynamic groups, ensuring access is assigned correctly. Support Microsoft Teams administration basics (team/channel setup, membership, permissions, and access troubleshooting). Assist with mailbox administration tasks where required (shared mailboxes, distribution groups, mail permissions, and basic troubleshooting). Provide basic guidance and user training where needed, ensuring colleagues can work effectively.

Hardware, Peripherals & Site Technology

Troubleshoot and maintain end-user hardware (laptops/desktops), printers, scanners and basic meeting-room/AV setups. Coordinate repairs and warranty returns with suppliers and/or third-party support providers. Support safe working practices and help keep work areas tidy and compliant when deploying equipment.

Documentation & Continuous Improvement

Create and update simple internal guides (how-tos, setup checklists, common fixes) to reduce repeat issues. Identify recurring problems and suggest improvements to builds, processes or tooling. Contribute to standardisation of device setups and support procedures.

What you need to be successful:

Essential

Experience in an IT support/helpdesk/service desk role, or equivalent customer-facing technical support experience. Good working knowledge of Windows devices and common business applications. Experience troubleshooting hardware, software, printers and basic network/connectivity issues. Confident managing SharePoint permissions and access via groups (including permission groups and Microsoft 365 groups). Understanding of user groups (including dynamic groups) and access management within Microsoft 365. Excellent communication skills - able to explain technical steps clearly to non-technical users. Strong organisation and ticket ownership - you follow issues through to completion. Full UK driving licence and willingness to travel occasionally to other sites.

Desirable

Familiarity with Microsoft 365 administration (Teams/SharePoint/Exchange basics, MFA sign-in troubleshooting). Exposure to endpoint/device deployment concepts (e.g., imaging or MDM such as Intune). Basic networking knowledge (Wi?Fi, IP addressing, DNS/DHCP concepts). Relevant certifications or training (e.g., CompTIA A+/Network+ or Microsoft fundamentals). PowerShell knowledge (or a willingness to learn) to help automate and manage Microsoft 365 administration tasks. Experience leveraging AI coding assistants to accelerate scripting and automation safely (e.g., GitHub Copilot, Google Antigravity, Claude Code, Opencode, etc.).

General

Comply with all company policies and procedures, including data protection, confidentiality, and information security requirements. Maintain a professional and customer-focused approach at all times. Carry out any other reasonable duties required to support the IT function and wider business needs.

Our mission is to integrate sustainability into every aspect of our business operations. We are committed to minimising our ecological footprint and promoting sustainable practices throughout our supply chain. We strive to lead by example, inspire positive change, and create a more sustainable future for generations to come.

Salary & Benefits:

As well as a great salary, additional benefits will include:

25 days holiday, plus a day off for your birthday. Discount on Lower Lodge Candles products from our retail shops and our website. Health Cash Plan where you can claim cashback on treatments such as optical, dental and physiotherapy. Flexible working patterns
This is a fantastic opportunity for an individual to play a key role in our exciting company.

Job Types: Full-time, Permanent

Pay: 30,000.00 per year

Benefits:

Company pension Employee discount Health & wellbeing programme On-site parking Sick pay
Work Location: In person