Ontic, a leading licensor and manufacturer of complex engineering parts for the global aerospace and defence industries, are now recruiting for a 1st Line IT Support Technician to join our team. This role will be based at our Staverton site. Ontic is a more than just a business, we're a community of innovators who pride ourselves on fostering a culture where talent thrives, ideas flourish, and careers are built. We're committed to excellence, driving us to continuously improve and adapt, ensuring that we remain at the forefront of our industry. Job Purpose: We are seeking a proactive and customer-focused 1st Line IT Support Technician to join our IT team. The successful candidate will serve as the first point of contact for IT-related issues, providing efficient and effective technical support. A key responsibility will involve managing the Joiners, Movers, and Leavers (J/M/L) process, ensuring smooth onboarding, internal transitions, and offboarding of staff while maintaining security and operational efficiency. Key Responsibilities Technical Support Act as the first point of contact for IT support queries, resolving issues or escalating them to higher levels of support as needed. Troubleshoot and resolve hardware, software, and connectivity issues in a timely manner. Log and track support requests in the IT service management system, ensuring accurate and detailed documentation. Maintain knowledge of commonly used IT systems, applications, and processes to provide efficient support. J/M/L Process Management Handle Joiners: Set up new user accounts, email addresses, and access to required systems and software. Configure and issue IT equipment, such as laptops and mobile devices, ensuring all devices meet security and company standards. Manage Movers: Update system access and permissions based on role changes or departmental transfers. Reconfigure and reassign IT equipment as needed. Oversee Leavers: Disable user accounts and access to systems promptly to maintain security. Retrieve and process returned IT equipment, ensuring data is securely wiped. Documentation and Communication Create and update knowledge base articles and documentation to assist users with common IT issues. Communicate effectively with end users, providing clear updates on issue resolutions and status. Collaborate with the wider IT team to identify trends in support requests and recommend improvements. Maintenance and Administration Perform routine system maintenance and checks to ensure optimal performance of IT infrastructure. Support asset management processes, ensuring accurate tracking and updating of IT inventory. Erase hardware for redistribution/disposal. Essential Skills Strong communication and interpersonal skills, with a focus on excellent customer service. Good understanding of IT systems, including operating systems (Windows, iOS), office productivity software. Proficiency in handling user account management within systems such as Microsoft Active Directory and Office 365. Highly organized with strong attention to detail, especially when managing the J/M/L process. Problem-solving skills with the ability to work independently and under pressure. Desirable Skills Experience with IT service management tools, such as Service Desk PLUS, ServiceNow, or similar platforms. Familiarity with ITIL practices and principles. Basic knowledge of cybersecurity principles related to user access management. Experience Previous experience in an IT support or customer service role is preferred but not essential. Training will be provided. Additional Information This role will require regular travel to other local office locations to provide on-site support. Working hours may include shifts to provide support during business-critical times. Why Join Us? Opportunity to develop IT skills in a supportive environment. Be part of a team dedicated to providing exceptional service and enabling business success. Access to training and development opportunities to enhance your career. Benefits At Ontic we care about your financial, physical, and mental wellness so we offer a range of benefits to support this, we care about what matters to you and have a valued culture of recognition and empowerment, accompanied by benefits that support work/life balance. Our benefits package highlights include: Up to 29 days paid leave bank holidays 10 hours paid volunteering time Annual goal share bonus scheme for all employees 24/7 Employee Assistance Program (EAP) Discounts and offers from a range of retailers Best place to work We are more than the sum of our parts. And we’ve been recognised internally and externally for being so: We were ranked 9 in Best Companies’ Q3 leaderboard for Best Manufacturing Company based on our employee feedback 72.5% of employees who took part in our 2023 employee satisfaction survey said they are proud to work at Ontic We are a fast-paced business with ambitious growth plans; so if you are dedicated, enthusiastic and always seeking ways to improve, you'll enjoy a career with us