IT Support Technician; 1st​/2nd Line

Company Profile

Location: Waterbeach, UK
Department: IT
Type: Full-time, Permanent

Company Profile
Thermoteknix Systems Ltd, founded in 1982 and based in Cambridge, is a world leader in thermal imaging, night vision, and augmented reality systems. Our award‑winning technologies are trusted by defence, security, and industrial customers in over 70 countries. With in‑house R&D, cutting‑edge innovation, and a global reputation for quality, we design and manufacture solutions that perform in the toughest environments.

We are looking for a proactive and hands‑on IT Support Technician (1st/2nd Line) to help keep our fast‑paced, technically driven organisation running smoothly. You will play a key role in ensuring our people have reliable access to the tools, systems, and devices they need to stay productive—whether they’re working on‑site or remotely.

With experience in customer‑focused IT support environments, you’ll be confident assisting a smart and demanding user base, troubleshooting a wide variety of hardware, software, and infrastructure issues with professionalism and curiosity. You will take ownership of issues, drive them to resolution, and contribute to the continuous improvement of our IT environment.

Day‑to‑day, you’ll work alongside the team responsible for IT, assisting with IT administration tasks and ongoing operational support. The role offers opportunities to develop your skills and gain broader experience through continuous professional development.

This role is ideal for someone who values teamwork, consistency, and a methodical approach to delivering reliable IT support across the organisation.

• Provide 1st and 2nd line support to approximately 80 Windows 11 users working both on‑site and remotely, ensuring issues are resolved promptly and escalated when required.
• Support and troubleshoot Microsoft 365 applications, including Teams, Outlook, Word, Excel, PowerPoint, and SharePoint.
• Set up, configure, and decommission IT assets such as laptops, desktops, and Android mobile devices.
• Administer user accounts in a hybrid cloud environment.
• Perform basic Exchange Online administration, including troubleshooting and shared mailbox management.
• Onboard and offboard users, including account creation/deletion, device provisioning, permissions setup, and introductory training on core systems.
• Handle network port patching and assist with port‑security‑related issues.
• Support the sales team with our CRM platform (Pipedrive), ensuring smooth operation and troubleshooting issues (training provided).
• Manage and maintain backup solutions to safeguard critical business data.
• Troubleshoot issues with our 3CX VoIP system.

• 2–3 years experience in a similar IT support role or demonstrable equivalent experience.
• A‑Level (or equivalent) in Computing/IT, or relevant professional experience.
• A relevant IT certification such as those from Microsoft, CompTIA, or Cisco would be an advantage.
• Strong problem‑solving abilities, including a methodical and structured approach to diagnosing and resolving issues.
• Excellent people skills, with the ability to communicate clearly and effectively with both technical and non‑technical users.
• Ability to work well as part of a team, collaborating with colleagues, partners, and stakeholders across the business.

• Experience working with Linux‑based systems.
• Familiarity with the Cyber Essentials Plus scheme and its requirements regarding secure network configuration.
• Familiarity with ITIL principles, especially around incident, problem, and change management.

• Involvement in cutting‑edge imaging technologies.
• Collaborative working environment with strong technical expertise.
• Training and career development opportunities.
• Competitive salary and benefits package.