End User Support Technician

You’ll be joining a collaborative and customer-focused IT team dedicated to delivering reliable, high-quality support across all NMC offices. The team plays a critical role in ensuring colleagues can work effectively, whether in the office or remotely, by maintaining secure, efficient, and user-friendly IT systems.

Working closely with technical specialists, developers, and business stakeholders, the team is committed to continuous improvement—sharing knowledge, identifying trends, and enhancing the overall user experience. You’ll be part of an environment that values learning, adaptability, and strong cross-team relationships.

As an End User Support Technician, you’ll be the first point of contact for IT support, providing hands-on assistance and ensuring a seamless experience for all users. You’ll triage and resolve incidents and service requests within agreed service levels, balancing responsiveness with quality service delivery.

Your day-to-day work will include supporting walk-up queries, troubleshooting hardware and software issues, and maintaining office IT equipment to ensure it is always functional and available. You’ll also manage user accounts, system access, and configurations using administrative tools, while collaborating with internal and third-party resolver groups to ensure timely resolution of more complex issues.

Beyond reactive support, you’ll play a proactive role—capturing insights from incidents, identifying recurring problems, and contributing to knowledge sharing across the team. You’ll support key processes such as onboarding and offboarding, ensuring equipment and licences are correctly managed, and help maintain accurate asset records.

Your impact will be felt in the reliability of IT services, the confidence of end users, and the continuous improvement of systems and processes that support the organisation’s wider goals.

You’ll bring strong technical troubleshooting skills across hardware and software, including experience with laptop builds, remote support tools, and system administration platforms such as Microsoft Azure and Intune. A solid understanding of ITIL principles, incident management, and change management will enable you to work effectively within structured service environments.

Equally important is your customer-focused mindset. You’ll be confident supporting users both in person and remotely, able to explain technical concepts in clear, accessible language, and skilled at prioritising multiple requests based on impact.

You’ll be someone who looks for patterns and opportunities to improve—creating guidance, sharing knowledge, and helping prevent recurring issues. Collaboration will come naturally to you, as you build relationships across teams and contribute to shared outcomes.

A commitment to continuous learning and development is key, along with a proactive approach to staying up to date with modern workplace technologies and cloud-based applications.