Career listings

IT Support Technician

Are you the right fit to join our internal IT team? Delivering the highest standards working closely with the IT Systems Administrator and IT Director, you will get hands on experience of working in a highly secure IT environment. You will learn how the industry best facilitates a flexible remote working environment with a zero-trust architecture and cutting edge Cloud technologies, with no compromise to standards of security.

You will play a crucial role in ensuring the stability, security, and efficiency of our computer systems and networks. We will build upon your technical expertise, as you leverage your investigative and problem-solving skills for us.

Our head office is in Tewkesbury, Gloucestershire, although all employees work remotely for the majority of their time. This role will require you to occasionally travel to the office to do some tasks that require physical contact with equipment, but you will not be expected to do this more than once or twice a month.


User Support:

  • Provide technical support to Cyberis colleagues, addressing hardware and software issues, using remote support tools wherever possible.  You will manage your workload via our IT Service Desk platform based on ITIL principles.  

    You will:

    • Raise incidents, investigate, and follow through to completion, seeking guidance from the IT Systems Administrator when needed.
    • Raise change requests and submit to the appropriate CAB for approval.
    • Respond to service requests from end users, allocating equipment, licences, etc.
  • Following our configuration management processes, assist in the setup and configuration of workstations, peripherals, and mobile devices.
  • Provide training and guidance to end-users regarding IT equipment, software, and IT policies.


  • Follow Cyberis processes to investigate, triage and provide first response to security events and escalate appropriately.  You will learn how to analyse security logs and events collected by our SIEM solutions to identify potential threats and rule out false positives.
  • Your working environment will constantly be encouraging and helping you to stay informed about the latest security trends and vulnerabilities.  You will be able to take part in discussions and demonstrations on emerging security topics, as well as being able to consult directly with subject matter experts amongst your colleagues.

System Maintenance:

  • Monitor system performance and availability metrics, and respond to any indications of bottlenecks or outages, to ensure the availability of IT systems.
  • Monitor deployment status of system updates, patches, and security configurations to all endpoints.  Respond to any delays or failures.
  • Review email security and delivery events. Ensure malicious emails are removed from mailboxes and release false positives from quarantine. Investigate any delivery failures for genuine business emails.
  • Assist with conducting routine validation of asset records, and other routine audits.

Backup and Recovery:

  • Monitor backups and investigate any abnormalities.
  • Routinely test any restore procedures to verify they are still appropriate to meet RPO and RTO objectives.


  • Detail your work thoroughly in tickets so that it can be referred to by colleagues in your absence, and we are able to repeat any tests and measures that were useful.
  • Update asset records and systems documentation as you encounter any changes to items covered in them.
  • Contribute input/feedback on any potential improvements for our documentation, and the configurations and procedures themselves described in them.


  • Carry out any tasks delegated to you by the IT Manager and IT Systems Administrator as part of internal IT projects. 
  • Assist the IT Systems Administrator in testing configuration changes on endpoints before company-wide release.
  • Raise support cases with 3rd party suppliers, including Microsoft.  Follow up support cases through to conclusion.

Required Competences:

  • UK based.
  • Eligible and willing to undergo UK government clearance (SC Minimum).
  • Minimum of 2 years of experience in an IT support role, supporting Windows 10 endpoints, desktops/laptops.
  • Strong knowledge of Windows 10/11 configuration, networking protocols and DNS.
  • Excellent investigation and problem-solving skills.  Proficiency in troubleshooting hardware, software, and network issues.  We are looking for tenacity, and a can-do attitude.
  • Excellent communication skills, both written and verbal, with the ability to adjust explanation to the technical level of your audience.
  • Interpersonal skills; your colleagues should find you to be polite and approachable, diplomatic, and helpful, even if you are dealing with issues which may be frustrating for either you or them.
  • A mature attitude towards the responsibilities of this role.  You will demonstrate accountability for all your actions and adhere to processes closely where they have been set out.  Thoroughness and attention to detail are critical.

Desirable Qualifications and Experience:

The following are not required but could give you an advantage in the application process.

  • University degree in Information Technology, Computer Science, or related field
  • Any IT Industry qualifications relevant to the role, i.e. from Microsoft, ITIL
  • Any prior experience of Windows configuration management, i.e. using Intune, SCCM, AD Group Policy
  • Being comfortable reading/executing/tailoring simple scripts, especially in PowerShell
  • Familiarity with any virtualization technologies (e.g., Virtualbox, VMware, Hyper-V)
  • Prior experience of using Linux-based systems


  • Excellent salary and benefits package
  • Salary negotiable depending on experience and skillset (£24,000 - £30,000)
  • Matched company pension up to 5%
  • Private healthcare
  • 25 days annual holiday, increasing to 30 days after 3 years
  • Membership to the Employee Assistance Programme (EAP)
  • Online Training
  • 3 x salary death in service
  • Excellent working conditions and environment