Regional IT Support Technician

Job Description

Olleco is seeking a highly skilled, customer friendly, enthusiastic Regional IT Support Technician is the on-site IT presence for Liverpool and Olleco depots across the North. The role provides dependable first-line support for users, devices, printers and business applications, while taking greater regional ownership than a standard Level 1 position. The postholder will diagnose issues methodically, resolve within capability, gather clear evidence and coordinate effectively with remotely based Level 2, Level 3, Microsoft 365, Azure and infrastructure specialists at Head Office.

Success requires a self-starting, service-led technician who can work independently across multiple locations, communicate professionally with users and managers, and recognise when an issue requires escalation. The role does not replace specialist infrastructure support; it strengthens local response, evidence gathering, hands-on remediation and continuity between regional sites and Head Office.

This role is primary base at the Liverpool site, with planned and responsive travel to northern depots.

You will be mainly responsible for:

• Provide professional technical support by telephone, email, remote control and face-to-face at Liverpool and the northern depot network.
• Act as the principal on-site IT contact for the region, balancing user support, planned site visits, equipment work and incident response.
• Support and troubleshoot laptops, desktops, printers, peripherals, Windows, standard productivity software and approved business applications.
• Perform application installation, configuration, access checks, routine administration and user guidance in line with approved procedures and change controls.
• Build, configure, deploy, move and replace standard user equipment, maintaining accurate asset, stock and configuration records.
• Diagnose Wi-Fi and Ethernet connectivity issues using structured tests, including the endpoint, cabling, wall port, patching and connectivity path, without making unauthorised infrastructure changes.
• Undertake device-level and block-level fault finding to isolate whether an issue sits with the user device, peripheral, local network path, application, server/service or another dependency.
• Capture suitable evidence such as error messages, screenshots, event details, port or device identifiers, timestamps, affected scope and results of tests.
• Provide hands-on local assistance to remote Level 2 and Level 3 engineers, including checking equipment, tracing connections, gathering logs, confirming indicators and carrying out authorised actions.
• Support routine operational checks for local virtualisation and backup platforms where trained and authorised and escalate alerts or exceptions promptly.
• Maintain clear ticket ownership, prioritisation, notes, user updates, next actions and closure evidence in line with agreed service standards.
• Create and maintain knowledge articles, site notes, equipment records and practical support guidance for recurring regional tasks.
• Identify repeat incidents, ageing equipment, poor connectivity, environmental risks and recurring application problems, escalating them for root-cause review.
• Follow all cyber security, health and safety, confidentiality, access control, change management and data protection requirements.
• Full UK driving license and willingness to travel regularly throughout the northern region.

Technical Skills:

• Demonstrable experience in a hands-on IT support, service desk or field support environment, ideally across more than one site.
• Confident support of Windows laptops and desktops, printers, peripherals, common productivity tools and business applications.
• Ability to diagnose hardware, software, printing, account, access, application and connectivity faults using a structured method.
• Working knowledge of Wi-Fi and Ethernet networks, including endpoints, network adapters, cabling, wall ports, patching and basic IP connectivity checks.
• Ability to find fault at device and functional-block level, gather reliable evidence and explain findings clearly to remote technical teams.
• Experience recording high-quality ticket notes, business impact, actions, findings, ownership and next steps.
• Ability to work independently, plan travel and workload, manage competing regional priorities and escalate appropriately.

Possess the following characteristics:

• Plans work, follows through and maintains momentum without requiring day-to-day on-site supervision.
• Owns communication, evidence and next actions even when another team must supply the technical resolution.
• Tests logically, avoids assumptions and records what has been checked, ruled in and ruled out.
• Understands operational impact and treats users with patience, professionalism and respect.
• Works effectively with site colleagues, Head Office specialists, suppliers and the wider Group IT team.
• Restores service safely where possible while making workarounds, risks and unresolved root cause visible.
• Follows authorised processes and never bypasses controls for convenience.
• Manages travel, changing priorities and regional demand while communicating early when support is needed.
• Strong written and spoken English skills.