IT Support Technician

AllClear - Voted UK's No.1 for Customer Care; Cardiff; On-site; GBP 28,000 - 30,000; Full time

Benefits offered by this job

32 days annual leave

Health cash plan

Pension via salary sacrifice

Perkbox discount portal

Staff travel insurance discounts

Job summary

AllClear - Voted UK's No.1 for Customer Care in Cardiff is hiring an IT Support Technician to provide expert technical support at our Cardiff office. You will support onsite and remote users, deliver quality service, and collaborate with our IT team across three UK sites.

The role requires proactivity, organisation, and a commitment to reliable IT support. A minimum of three years' experience and strong problem-solving skills are essential.

Qualifications

• Minimum three years' experience in a similar IT role.
• Strong problem-solving and organisational skills.
• Excellent communication and interpersonal skills, both over the phone and in person.
• Flexible to work with a wide variety of technology and end-user skill levels.
• Professional manner when dealing with all users.
• Ability to multi-task and manage time effectively.

Responsibilities

• Provide day-to-day IT support to onsite and remote users.
• Deliver a quality service in a professional, approachable manner.
• Resolve support tickets within SLA timelines.
• Follow IT support procedures and policies.
• Diagnose and resolve hardware and application issues.

Skills

IT support

Customer service

Problem solving

Communication

Organisational skills

Teamwork

Time management

Travel flexibility

Education

University degree (2:1)

Tools

Jira

Job description

IT Support Technician

Department: Information Technology

Employment Type: Full Time

Location: Cardiff

Reporting To: Sergio Ciambriello

Compensation: £28,000 - £30,000 / year

Description

We are recruiting an IT Support Technician to provide expert technical support at our Cardiff office. This role involves delivering technical support across the business, maintaining high service standards, and working closely with an experienced on-site technician. The successful candidate will be proactive, organised, and committed to providing reliable IT support while contributing to the wider IT team spread across three UK sites.

Key Responsibilities

• Providing day-to-day support to all onsite and remote users across the business
• Deliver a quality service in a professional, approachable manner
• Ensure all support tickets are resolved efficiently and within the agreed SLA’s
• Working to the defined IT Support procedures and policies
• Diagnosing, troubleshooting and resolving user hardware and application issues
• Setting up and deployment of new Windows desktops and laptops to onsite and remote users
• Relocating of user hardware to alternate locations around the site
• Escalating calls to internal and external support providers where necessary
• Maintain company asset documentation and contribute to the IT Support Knowledge Base
• Assisting the IT Operations Team with on-site request

This list of duties is neither exclusive nor exhaustive and may be amended by senior management from time to time, nor is it in an order of importance.

Skills, knowledge & expertise

• At least three years' experience in a similar role
• Strong problem-solving and organisational skills
• Excellent communication and interpersonal skills, both over the phone and in person
• An eagerness to learn and develop new skills
• Flexibility to work with a wide variety of technology and end-user skill levels
• A professional manner in dealing with all users at all times
• Ability to multi-task and manage time effectively
• Ability to work effectively as part of a team
• Flexibility to travel for planned visits to remote offices
• Strong analytical skills and the ability to resolve issues independently
• High standards of professional dress, behaviour, and appearance

Desirable Skills

• University graduate 2:1
• Experience with Mac0S and i0S
• Experience using Jira

Benefits

• 32 days annual leave (including bank holidays)
• Company-paid health cash plan
• Pension via salary sacrifice
• Holiday buy scheme
• Perkbox discount portal
• Staff travel insurance discounts
• Supportive, inclusive team culture
• Convenient office locations with easy access to public transport