Hybrid IT Support Technician (1st-3rd Line) - Cardiff

CONSUMERS' ASSOCIATION; Cardiff; Hybrid; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

28 days holiday + Bank Holidays

Generous pension scheme

Healthcare insurance

Which? content access

Job summary

Which? in Cardiff is seeking an IT support specialist to provide 1st-3rd line support in a user-focused environment, ensuring incidents are resolved within SLA. You will manage tickets, assist with desktop/laptop, software and device configurations, and support project delivery.

The role is hybrid with a minimum of two days on site in Cardiff. You should be comfortable working under pressure, prioritising tasks and collaborating with colleagues. Jira experience is desirable.

Qualifications

• Provide 1st/2nd/3rd line IT support in a user-focused environment within SLA.
• Experience with Windows, macOS and general application support.
• Familiarity with IT ticketing systems and incident management.

Responsibilities

• Provide 1st, 2nd and 3rd line IT support to users and project delivery support, resolving incidents and queries, giving advice, and recommending solutions within defined SLAs.
• Record requests and incidents in the IT ticketing system. Own and manage tickets through to resolution, ensuring the requester is always informed of the progress.
• Monitoring of key systems and platforms. Undertake housekeeping, maintenance, and administrative tasks appropriate to the role.
• Troubleshoot issues and gather all information required before assigning, if necessary, to other Support Groups or escalating to specialist resources.
• Commissioning new or replacement equipment for customers.

Skills

IT troubleshooting

Windows

macOS

Application support

Ticketing system

Tools

Jira

Job description

Which? in Cardiff is seeking an IT support specialist to provide 1st-3rd line support in a user-focused environment, ensuring incidents are resolved within SLA. You will manage tickets, assist with desktop/laptop, software and device configurations, and support project delivery.

The role is hybrid with a minimum of two days on site in Cardiff. You should be comfortable working under pressure, prioritising tasks and collaborating with colleagues. Jira experience is desirable.