Job Description

The Technology Support Technician provides day-to-day technical support, systems administration, and user assistance to The Group and franchise network. The role supports internal databases and systems, assists with cyber security processes, works with external IT providers, and delivers hands-on troubleshooting when required.

Working in the TaxAssist Group

This is an excellent opportunity for a capable individual who enjoys working as part of a team to deliver excellent client service. The ideal candidate will be looking to develop their skills in a commercial and entrepreneurial environment.

Experience the rewarding and varied nature of working with a range of businesses units and individuals in a friendly supportive atmosphere.

Work for an employer who invests in career development with opportunities for growth and development in a rapidly growing and dynamic business.

Our Values

Client Focused: We care about making a difference in our clients' lives. Collaborative: We develop meaningful relationships with a culture of shared success. Progressive: We continuously evolve to stay ahead in a rapidly changing world. Integrity: We uphold transparent, honest, and ethical practices, taking care in everything we do.
Responsibilities:-

Provide first-line and second-line support to staff and franchisees Diagnose and resolve hardware, software, access, and connectivity issues Manage user accounts, permissions, and onboarding/offboarding Deliver hands-on troubleshooting when required Assist in maintaining internal database systems Monitor system health and escalate issues Support delivery of cyber security training Assist with phishing simulations, audits, and compliance checks Help enforce password, MFA, and access control policies Work with outsourced IT providers to resolve support tickets Log, track, and follow up on incidents and service requests Escalate critical issues to the Technology Manager Maintain support documentation and knowledge bases Identify recurring issues and suggest operational improvements
GENERAL MINIMUM JOB STANDARDS & RESPONSIBILITIES

Client Focus

Understands we are a commercial and ambitious organisation with a range of stakeholders and is able contribute to our growth by delivering for them.

Quality of work

Looks to continually improve their accuracy, thoroughness, and completeness. Can be relied upon to ensure tasks are completed to a high standard and in good time.

Communication

Has strong skills both verbal and written. Skilled and compassionate listener and reader able to understand and examine and interrogate enquiries and effectively respond. Able to build trust and rapport by applying tone, style and appropriate language to communications. Actively contributes to discussions.

Teamwork

Is a positive and effective team player. Treats colleagues with dignity and respect. Communicates well to lead a dynamic and growing team. Proactively addresses issues or problems within the team and with Management as necessary.

Administration

Sets their own goals within the framework of wider business goals. Raises issues and blockers promptly, follows up on outstanding tasks and ensures well documented delivery

PERSON SPECIFICATION & SKILLS REQUIREMENTS

Qualifications

Qualification in IT, Computing, or a related discipline (or equivalent experience e.g. A+) Entry-level cyber security or IT support certifications desirable (e.g. Security+)
Technical Skills

Windows and/or macOS environments User account and device management Basic networking concepts (Wi-Fi, VPN, routers) Internal systems and databases (at support level) Awareness of cyber security principles: MFA Phishing Malware prevention Data protection Basic understanding of backup and system monitoring
Delivery & Collaboration Skills

Strong client service mindset Clear written and verbal communication Ability to follow structured escalation and incident response processes Works well with both internal staff and external IT providers
Analytical & Problem-Solving Skills

Logical troubleshooting approach Ability to prioritise multiple support requests Willingness to investigate problems and learn new systems
Personal Attributes

Reliable and dependable Calm under pressure Friendly and approachable Detail-oriented Eager to learn and develop technical capability
Experience

1-2 years in IT support, service desk, or junior systems roles Experience supporting non-technical users highly desirable Exposure to cyber security or system administration is a strong advantage
Job Types: Full-time, Permanent

Pay: Up to 30,000.00 per year

Benefits:

Company events Company pension Free flu jabs Gym membership Health & wellbeing programme
Work Location: In person