Alex H

IT Technician

Silverstone • Fulltime

May 2025 - Present • 1 yr

Act as the first point of contact for IT support, responding to incidents and service requests via phone, email, helpdesk system, and face-to-face interactions. Log, manage, prioritise, and triage helpdesk tickets through to resolution, ensuring SLAs are met and issues are escalated appropriately where required. Proactively monitor the helpdesk queue, following up on unassigned or stalled tickets and liaising with team members to ensure timely resolution. Install, configure, and support Gardiff till systems for hospitality and retail operations during events. Provide application support for key business systems including FuseMetrix and SecuTix, assisting users with faults, access issues, and general usage. Configure, maintain, and troubleshoot TeamCard scanners used for access control and event operations. Support Microsoft 365 users with account management tasks including licence assignment, password resets, and access permissions. Install and configure hardware and software for end users, including onboarding and offboarding activities for starters and leavers. Provide on-site IT support during event build phases and live event days, ensuring systems remain operational in a fast-paced environment. Assist with network-related tasks, working alongside colleagues to configure network switches and VLANs, as well as installing networking and rack equipment. Deliver clear and effective communication with end users, keeping them informed of progress and outcomes while maintaining high levels of customer service. Create and document best-practice guidance to help business users make effective use of IT systems. Travel across a large, multi-building estate as required to provide hands-on technical support.