IT User Support & Data Systems Technician

The RoleThe IT User Support & Data Systems Technicians will provide high-quality front-line technical support to staff, resolving hardware, software, and access issues while maintaining the stability and security of key data platforms. The role combines traditional IT helpdesk work with supporting SQL database environments, Azure-based data workflows, and Power BI reporting. This is a hands-on, problem-solving role requiring clear communication, strong customer service, and willingness to learn and work collaboratively across IT and Data teams.Key ResponsibilitiesIT Helpdesk & User SupportServe as the first point of contact for IT support requests and incidents.Provide 1st and 2nd line technical support for: Windows devices and Microsoft 365 applications, email, network access, VPN and remote working, Mobile devices, printers, peripherals and hardware issues.Manage user accounts and access rights in Active Directory/Azure AD.Log and update all requests in the IT ticketing system ensuring timely resolution and communication with users.Data Systems SupportSupport monitoring, access management, and troubleshooting for Azure SQL Databases and SQL Server systems.Assist in reviewing or adjusting SQL queries, stored procedures, and scheduled data refreshes.Support Azure Date Factory pipelines by monitoring run outcomes and identifying data flow errors.Use applications like GitHub or similar for version control of scripts and configuration files.Run or adjust Python scripts associated with data automation.Business Intelligence & ReportingSupport the administration of Power BI datasets, workspaces, user permissions, and refresh schedules.Assist staff with accessing and making effective use of dashboards and reports.Work with data leads to troubleshoot and resolve report or dataset refresh issues.Contribute to the creation of user guides and documentation to build literacy across the organisation.Security, Documentation & GovernanceEnsure adherence to IT security standards, encryption, password policy, and GDPR requirements.Maintain up-to-date documentation for system configurations, data flows, common fixes and operational procedures.Identify recurring issues and help suggest improvements to processes, automation, or training.Other DutiesThe postholder may be required to perform additional duties that are within the scope and grade of the role, including but not limited to:Supporting IT or data-related projects during system upgrades, migrations, or service improvements.Assisting with hardware rollouts, inventory checks, device lifecycle replacement, and office IT setups.Participating in occasional out-of-hours or weekend work to support critical maintenance windows.Contributing to team meetings, knowledge sharing sessions, and user training workshops.Person SpecificationEssential CriteriaExperience in an IT support or systems support environment.Ability to write and understand basic SQL queries.Working understanding of Power BI dashboards or dataset refreshes.Exposure to Azure based systems or cloud environments.Strong analytical skills and systematic troubleshooting approach.Excellent communication and customer service skills.Desirable CriteriaExposure to Azure Data Factory or ETL workflows.Experience using GitHub or similar application for version control.Ability to read or run Python scripts.