IT Support Technician

Job Description

Circa £30,000k, salary depending on skills and experience

Permanent

Full time / 37 Hours a week

Norwich, with travel to sites in the area.

Do you love helping people?

Are you a great at thinking on your feet and troubleshooting?

Are you looking to start your career within an inhouse IT Team?

If you answered yes then we have a fantastic opportunity to join our IT support team based in Norwich with travel across the area.

As an IT Support Technician, you will play a vital role within Anglian Water’s Tech Bar team, delivering a highly valued, people-focused technology support service to colleagues across our business. As a trusted first point of contact, you’ll be instrumental in enabling our people to make the most of the digital tools available to them.

This is a dynamic and customer-centric role where no two days are the same.

Of course, you will investigate and resolve incidents, but you’ll do more than that; you’ll be a digital advocate, using your knowledge and expertise to coach colleagues and build their confidence, helping them to develop the digital skills they need to exploit the technology that’s available to them.

Our end user technical landscape is built upon Microsoft Technologies such as M365, Intune, Entra ID and Azure Virtual Desktop, so a good working knowledge of these products will be key. You will be supporting colleagues who are use a wide variety of applications across both Windows and Android operating systems.

Our workforce is diverse, and our people are hybrid workers – they work from our offices and operational sites as well as from their homes, or out in the field. This diversity brings a wide range of digital skill levels and unique challenges so the ability to empathise, communicate effectively and tailor your approach is crucial.

Whilst you will work closely with your immediate team members and lean on them for support when you need to, you are part of the wider Digital Data and Technology directorate so your ability to build relationships and collaborate positively will be key to your success.

Of course, the ability to investigate incidents and resolve them swiftly will be a big part of this role, but having an exploring mindset, a positive and fun outlook coupled with a can-do attitude and a willingness to get stuck in are what will really make a difference day to day.

What will you be doing?

You will be providing face to face and remote support to colleagues which will include:

• Providing on the spot training, coaching and education on how to use and fully utilise/exploit devices, systems and applications

• Using our service management platform; Service Now, to update and manage incidents

• Responding to requests for support that come into our mailbox

• Demonstrate and role model high standards of customer service

• Provide support to colleagues using technology in our meeting rooms

• Provide triage for queries or issues raised, resolving them where you are able to or escalating to a colleague if you need their help.

• Assisting colleagues with device swap outs and updating our asset management systems as appropriate

• Work with Technical Consultants in creating and maintaining self-help guides

• Help to maintain the Tech Bar SharePoint site

• Learning how to use device management tools such as Active Directory, Azure Active Directory, Microsoft Intune, Samsung Knox and E-Fota

• Travelling to other AW sites across our region

What does it take to be an IT Support Technician?

• Working knowledge of M365 applications such as Onedrive, Sharepoint, Teams etc.

• Good attention to detail

• Motivated self-starter

• A passion for Technology and helping people

• Great listening skills

• Ability to empathise

• Strive to provide great customer service

• Ability to set and manage expectations of others

• Ability to cope in a challenging situation

• Experience of working in a customer services role (Desirable but not essential)

• Experience of creating and maintaining self-help material and delivering training or coaching (Desirable but not essential)

As the role will involve travelling to sites in the area you will need to have access to a car and a full driving licence.

Opportunities are open to all suitably qualified candidates.

Why Anglian Water?

Anglian Water is not your typical water company. Just take a look at our Love Every Drop strategy that underpins everything that we do and you’ll start to get a feel for our culture. It’s collaborative, innovative and inspiring. We put people at the heart of our business and we truly love what we do!

Closing date: 10th August 2025

#loveeverydrop