IT Support Officer

Reporting to the Chief Information Officer, the IT Support Officer is our onsite, hands-on desktop and end-user support specialist at our Southport office.

You'll work alongside our offshore Level 1 Service Desk as the onsite Level 2 escalation point, picking up the escalated and physical support tasks that need someone on the ground - from device builds and new starter setups to meeting room AV, network triage and asset management.

This is a practical, varied role for someone who enjoys fixing things properly, keeping good records, and giving non-technical staff a great support experience.

Key responsibilities

• Acting as the onsite Level 2 escalation point for the Level 1 Service Desk, resolving incidents across our local and cloud-based infrastructure and software.
• Managing assigned and escalated incidents and service requests within agreed service level targets, keeping ticket records accurate and up to date.
• Building, configuring and deploying laptops, desktops, mobile phones and peripherals using Microsoft Intune and Windows Autopilot.
• Preparing devices and workstations for new starters, and recovering, wiping and reallocating equipment for leavers.
• Supporting Microsoft 365, Azure Virtual Desktop and line-of-business applications at the desktop level.
• Supporting meeting rooms, AV equipment, printers, headsets and Genesys Cloud softphone setup.
• Diagnosing onsite network connectivity issues (Wi-Fi, patching, switches) and escalating to our managed service provider, tracking each incident through to resolution.
• Maintaining the IT asset register, managing hardware stock and arranging secure disposal of retired equipment.
• Keeping end-user devices compliant with security policies, including encryption, patching and endpoint protection, and promptly escalating suspected security incidents.
• Creating and maintaining knowledge articles and procedures, including guides for the Level 1 Service Desk.

About you

• Minimum 2 years' experience in a desktop or end-user support role.
• Strong working knowledge of Windows 11 and Microsoft 365 (Outlook, Teams, One Drive, Share Point).
• Experience with Microsoft Intune and Entra ID for device and user management.
• Hardware troubleshooting and device imaging/deployment experience.
• Working knowledge of networking fundamentals.
• Excellent communication skills and a customer-service focus when supporting non-technical staff.
• Desirable: Experience using an ITSM tool to log, categorise, prioritise and resolve incidents, service requests and changes.
• Desirable: Microsoft certification such as MS-900 (Microsoft 365 Fundamentals).
• Desirable: ITIL 4 Foundation certification, or demonstrated working knowledge of ITIL practices (incident, problem, service request and change enablement).
• Desirable: Experience with Windows Autopilot and Azure Virtual Desktop.
• Career

Growth: We believe in promoting from within.

You'll have plenty of opportunities to advance in your career and develop new skills through mentorship programs and internal promotions.

• Supportive Work Environment: You'll be part of a close-knit team where your ideas and contributions are truly valued.
• Education Support: We offer study assistance and training programs to help you reach your full potential.

About us

At ACL Group, We're pioneers in the world of non-traditional car finance, helping people who may not fit the typical lending criteria get the financial support they need.

We work with a variety of customers, from those with a great credit history to those who have struggled to secure finance with mainstream lenders.

We are committed to integrity in everything we do, following industry standards, adhering to best practices, and always putting our customers' needs at the forefront.

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