A Great Place to Work®
At Dukes, we’re proud to be recognised for our culture, fairness and commitment to doing the right thing for our people and for the communities we serve.
​Dukes is externally certified as a Great Place to Work®, based entirely on feedback from our team. Dukes is a Disability Confident Employer, committed to fairness, accessibility and equal opportunities.
About the role
The IT Support Technician is responsible for providing day-to-day IT support across the business, ensuring
colleagues have the technology, systems and equipment they need to work effectively.
You will be the first point of contact for technical queries, troubleshooting hardware, software and system
issues, while working closely with our external IT partners to resolve more complex problems.
As a key contributor to the continued development of our business and processes, you will take ownership of
our IT equipment, support the effective operation of our systems and proactively identify opportunities to
improve the way we use technology.
The successful candidate will be practical, organised and approachable, with a genuine interest in technology
and solving problems. You will have the confidence to investigate issues, find solutions, ask the right questions
and know when to involve our external IT partners.
Job summary
-
Act as the first point of contact for IT queries from office and field-based staff.
-
Take ownership of issues through to resolution, escalating to our external IT partner where
appropriate. -
Maintain an accurate inventory of IT equipment across the business, ensuring each
department has the equipment they need and that it is maintained in good working order. -
Prepare laptops, iPads and other equipment for new starters, including installing software and
configuring devices and access. Manage the return, reset and preparation of equipment when
colleagues leave the business. -
Diagnose and resolve hardware and software issues, carrying out basic repairs, upgrades and
configuration where appropriate -
Work closely with our external IT partners to ensure key systems, networks and applications
are operating effectively. Monitor issues, coordinate fixes and ensure problems are followed
through to resolution. -
Proactively identify opportunities to improve the way we use technology and our business
processes. Research and recommend new technologies, software and solutions that could
improve efficiency, productivity or future business capability. -
Support the business and external IT partners in maintaining appropriate IT security standards
and ensuring systems and processes comply with company policies and relevant data
protection requirements, Cyber Essentials criteria and the GDPR. -
Develop a strong working relationship with our external IT partners, ensuring issues are
communicated clearly, followed up appropriately and resolved in a timely manner. -
Gathering and providing information for all relevant accreditations in a timely manner;
including completing the annual Cyber essentials and Cyber essentials plus accreditations -
Managing any ordering and recycling of IT equipment and ensuring cost saving and
efficiencies at all times. -
Maintaining a safe, clean and tidy comms room
Key skills & experience
- Experienced in an ICT support environment - you have a good understanding of computer
systems, mobile devices and other tech products and have experience working in a similar
role.
- Commercially aware– you think of new ideas, spot opportunities, help reduce risk, make
processes more efficient and improve service.
- Strong communicator – you can communicate well both verbally and in written form and you know how to tailor your communications to address various levels or individuals needs. You are tactful, confident and clear when communicating solutions to problems.
- Multi tasker – you are highly organised and can keep on top of multiple tasks at once,
ensuring you do not drop the ball.
- Flexible – you understand business and client requirements can sometimes mean changes to
your usual approach and you know how to adapt to changing situations.
- Willing to learn – you are proactive in developing your skillset and experience.
Salary & Benefits
Grade: 2C – Fee Earner
​​​
-
Starting from £27,500 per annum, dependent on experience. Eligibility for annual company
performance-based bonus -
25 days annual leave, plus bank holidays
-
Flexible shifts to support work-life balance
-
Mandatory office shutdown between Christmas and New Year
-
Company Pension Scheme
-
Company Sick Pay Scheme
-
Mental Health Champions and wellbeing initiatives
-
Free onsite parking
-
Social events and casual dress days