IT Support Technician

Location: Milton Keynes

Role Profile

CreatePay are a leading provider of payment solutions products dedicated to helping small to medium sized UK businesses streamline their payment processes. We are currently looking for a driven and adaptable IT Support Technician to join our team. As a IT Support Technician you will be providing day to day support of the IT systems software and hardware within across the business. This role will play a vital part in the support of all teams across the business.

• 30000- 32000

25 Days Holiday plus Bank Holidays

Regular incentives including overseas trips

Free CreatePay rewards access

Free Gym passes

Free Annual BUPA Health Check

Scope of role

Direct Reports: None

Reports to: Product Growth Manager

Responsibilities of the role (What we want you to do)

1. Provide first-line IT support to staff troubleshooting hardware software and network issues.

2. Set up configure and maintain IT equipment (PCs laptops mobile devices printers peripherals).

3. Build and deploy new user workstations including operating system installation and application setup.

4. Support staff with account setup password resets and access permissions.

5. Monitor and respond to IT support requests via the helpdesk/ticketing system in a timely manner.

6. Assist with network connectivity issues including Wi-Fi and VPN access.

7. Maintain an inventory of IT equipment ensuring accurate records of assets and licences.

8. Perform routine system checks updates and patching under guidance from senior IT staff.

1. Timely issue resolution percentage of support tickets resolved within agreed service levels (e.g. 90% within 24 hours).

2. First-time fix rate proportion of IT issues resolved without escalation.

3. User satisfaction positive feedback from staff on IT support provided (e.g. survey ratings or feedback forms).

4. Equipment readiness new user devices and workstations built and delivered on time with minimal errors.

Experience (What you need to have already done to be right for this role)

1. Experience providing basic IT support (could be from a previous role internship or strong personal projects).

2. Familiarity with Windows and/or macOS operating systems Microsoft Office 365 and common business applications.

3. Experience with setting up PCs laptops printers and other peripherals.

4. Basic understanding of networking concepts (Wi-Fi routers VPN connectivity issues).

5. Good troubleshooting and problem-solving skills with a logical approach.

6. Strong customer service and communication skills able to explain IT issues clearly to non-technical users.

7. Ability to manage workload respond to multiple requests and work to deadlines.

Skills/Qualifications (The personal capabilities needed to excel in this role)

1. Strong organizational skills and the ability to work independently and manage your schedule.

2. Excellent interpersonal and communication skills both verbal and written.

3. Ability to build rapport and establish trust with employees

4. Knowledge of payment solutions or financial products is a plus

5. Experience within a similar role is beneficial but not necessary

6. Previous experience in an IT support helpdesk or technical services role.

7. Experience with IT asset management and/or ticketing systems.

8. Awareness of cybersecurity principles and safe IT practices.

9. Relevant IT certifications (e.g. CompTIA A Microsoft Fundamentals ITIL Foundation

Requirements