Junior IT Support Technician – 1st/2nd Line Service Desk

About the role

We are seeking a proactive Junior IT Support Technician to join our busy Incident Management team. You will provide 1st and 2nd line remote support for EPOS systems and related applications across a large multi‑site estate, ensuring minimal disruption and delivering excellent customer service.

Key responsibilities

• Provide 1st and 2nd line IT support for EPOS systems and associated technologies.
• Diagnose and resolve hardware, software and network incidents.
• Troubleshoot WAN, LAN and connectivity issues across the estate.
• Log, track and manage incidents through to resolution within SLA targets.
• Escalate complex issues to specialised support teams when required.
• Communicate regularly with customers, providing updates and managing expectations.
• Contribute to continuous improvement and knowledge‑sharing initiatives.

Required profile

• At least 1 year of experience in an IT support or Service Desk environment.
• Customer‑facing experience with a strong focus on service delivery.
• Basic understanding of network troubleshooting (WAN/LAN).
• Good knowledge of IT concepts, systems and terminology.
• Strong analytical and problem‑solving abilities.
• Excellent written and verbal communication skills.

Required skills

• EPOS systems
• WAN and LAN networking
• Microsoft Windows operating systems
• Ticketing and incident management tools
• Network troubleshooting

What we offer

• Competitive salary and benefits package.
• Ongoing training and professional development.
• Supportive team environment.
• Opportunity to work with leading technology and support functions.