IT Technical Support - Level 1

Job title: IT Technical Support (Level 1)

Reporting to: IT Service Desk Manager

Location: Bury St. Edmunds, Suffolk

Hours: 40 hours per week

The Opportunity

As a first point of contact for IT support, you will help colleagues remain productive, connected and secure. You will own incidents \ service requests from initial contact through to resolution or effective escalation, providing clear updates and a consistently positive support experience. The role combines customer service, practical troubleshooting, accurate administration and continuous learning within a modern IT service-management environment.

What it’s like to work here

We’ve been making the world taste better since 1886 and sell over 3000 products in more than 90 countries, but we’re only just getting started. We’re on an exciting journey and have ambitious plans to become the indispensable partner of choice for the world’s leading flavour and fragrance houses, beverage and consumer brands. You can find out more about our exciting organisation here: TREATT | About Treatt the trusted global ingredients manufacturer

On joining Treatt, you’ll become one of over 400 international experts, working together to collectively surprise and delight our customers. Nothing is more important to us than the happiness of our people as without them, we’d never succeed.

We think Treatt’s a great place to work, but don’t just take our word for it:

“Everyone wants your feedback and opinion; it feels like a place of study where nurturing and encouragement are the standard. It is very clear the hard work that goes into providing excellence for customers, but it is also very apparent that managers have the same goals for helping us all to progress.”

“Joining my close and supportive team was the most enjoyable way to gain more skills and increase my knowledge”

“Treatt creates an environment to help you be the best you can, with no two days the same and opportunities always available to help you learn and develop. The people and the culture create a fantastic company to be part of”

What you’ll be doing

The responsibilities of this role include but are not limited to:

Service desk and customer support:

• Provide friendly, professional first-line support through approved channels, including portal, telephone, email and in-person contact.

• Log, categorise, prioritise and manage incidents and service requests accurately, following agreed service levels, procedures and escalation paths.

• Diagnose and resolve common hardware, software, connectivity, access and collaboration issues

• Keep colleagues informed of progress, expected next steps and resolution, using clear language appropriate to the audience.

• Take ownership of assigned tickets, maintain complete case notes and escalate with relevant diagnostics, actions taken and business impact.

Identity, devices and applications:

• Create, amend and remove user accounts and access in line with approved joiner, mover and leaver processes applying least-privilege principles.

• Support Microsoft 365 services, Virtual compute environments, Windows endpoints and servers, laptops, desktops, mobile devices, printers, barcode devices and approved business applications.

• Prepare, configure, deploy, maintain, recover and securely dispose of end-user equipment in accordance with IT standards and asset-management processes.

• Maintain accurate asset, configuration, warranty, stock and lifecycle records and support planned endpoint replacement activity.

• Complete scheduled operational checks and routine weekend maintenance activities, recording and escalating exceptions promptly.

Security, knowledge and continuous improvement:

• Follow information-security, data-protection, health and safety, change-management and access-control procedures always.

• Recognise and escalate suspected phishing, cyber-security events, data incidents and unusual system behaviour using the defined process.

• Contribute to the knowledge base by documenting resolutions, known errors, workarounds and user guidance in a clear, reusable format.

• Deliver basic user guidance, IT inductions and short training sessions where required.

• Identify recurring issues and improvement opportunities, sharing evidence and practical recommendations with the wider IT team.

Additional responsibilities, subject to training and authorisation:

• Assist with planned software, firmware and security patching, which may take place outside of normal business hours.

• Triage approved cyber-security alerts in line with the IT Support Training Matrix and documented playbooks.

• Support local technology changes, refresh activity and small improvement initiatives.

What we’re looking for

• Good general education, including English and Maths at GCSE grade 4/C or equivalent, or demonstrable workplace capability.

• ITIL Foundation, CompTIA A+, Microsoft Fundamentals or an equivalent entry-level qualification is desirable, not essential.

• Commitment to ongoing learning through role-based training, internal coaching and approved learning platforms.

• Experience in a customer-service, technical-support or service-desk environment is desirable; strong transferable skills and a willingness to learn will also be considered.

• Working knowledge of Windows devices and Microsoft 365 applications, together with a practical understanding of user accounts, permissions, networks and mobile technology.

• Ability to follow documented processes, carry out structured troubleshooting and record technical information accurately.

• Awareness of IT service-management concepts such as incidents, service requests, priorities, escalation, knowledge and service levels.

• Awareness of cyber-security fundamentals, including phishing, passwords, multi-factor authentication, least privilege and safe handling of company information.

What we’ll do for you

We offer an excellent package which includes a competitive salary; a generous holiday entitlement as well as the opportunity to purchase additional holiday, we also offer a discretionary annual bonus, private medical and dental schemes, pension scheme with 9% employer contribution, life assurance, group income protection, SAYE schemes and free shares.

With the encouragement and development you need, we help you to become your ultimate you. Beyond building a successful career, we also support the wishes and ambitions of our staff outside of the office in achieving a health work/life balance - the wellbeing of our staff is paramount to us, which we actively promote and support by regularly delivering a variety of wellbeing initiatives and offering responsibility based flexibility. There will also be opportunities to be actively involved in community and charity projects and to take part in numerous subsidized social events.

Polite Notice

We politely request that we are not contacted by any recruitment agencies. We have a preferred supplier list and high volumes of speculative calls from agencies negatively impact upon the efficiency of our business. Please help us to maintain the highest levels of customer service by respecting our wishes.