IT Support Technician

Planet Intelligent Technology provides managed IT support, cyber security and cloud services to businesses across London and the UK, helping organisations enhance efficiency, security and business performance through expert technology solutions. Overview As the IT Technician Apprentice you will act as the initial point of contact for IT issues, providing remote or telephone troubleshooting to resolve routine hardware, software and access queries. Assist with logging tickets, diagnosing problems and escalating complex issues to 2nd/3rd line teams to meet service level agreements. Monitor and work on the Workshop queue as well as the 1st Line queue, complete backup checks and escalate issues if unable to resolve. Duties, tasks and responsibilities Respond promptly to incidents and service requests, ensuring adherence to agreed Service Level Agreements (SLAs). Complete daily backup checks, resolving or escalating any issues identified. Provide first-line technical support to clients, both independently and as part of a collaborative team. Assist the Call Centre Coordinator when required. Act as an escalation point of contact for customers. Monitor and manage the 1st Line and Workshop queues. Collaborate with specialist support teams to escalate and resolve complex technical issues. Document support activities, solutions, and create knowledge base articles to support continuous improvement and knowledge sharing. Attend client sites when required. Provide IT support for Windows 10/11, Windows Server, Microsoft 365, Active Directory, and hybrid environments. Install, configure, and troubleshoot software applications, printers, antivirus solutions, and Microsoft Office. Support and maintain client systems, networks, hardware, virtual servers, and IP phone systems. Contribute to wider IT projects, including implementation, migration, and design activities. Previous experience in a similar IT support environment. It is important all duties of the job holder are performed in