IT Support Technician

Which? Group; Cardiff; Híbrido; GBP 28.000 - 32.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Excellent pension

Healthcare insurance

Private medical insurance

Vitality rewards

Death in service

Content access

Will service

Work from anywhere

Descripción de la vacante

Which? Group Cardiff is seeking an IT Support Technician to deliver 1st-3rd line support in a user-focused environment, ensuring incidents are resolved within SLA. You will record requests in the ticketing system, monitor key systems, and support project delivery while collaborating across teams.

Hybrid role with at least two days on-site in Cardiff. We offer a competitive salary, 28 days holiday plus bank holidays, and a generous pension scheme with 6% employer contribution rising to 11% after

Formación

• IT troubleshooting skills (Windows, macOS, application support).
• Windows, Mac and mobile device configuration and maintenance experience.
• Ability to work under pressure whilst managing priorities and tasks.
• Capable of working independently and within a team.
• IT ticketing system experience (preferably Jira).

Responsabilidades

• Provide 1st, 2nd and 3rd line support to users and project delivery support, resolving incidents and queries within SLAs.
• Record requests and incidents in the IT ticketing system and manage tickets to resolution.
• Monitor key systems and platforms; undertake housekeeping and administrative tasks.
• Troubleshoot issues and gather information before escalation if needed.
• Commissioning new or replacement equipment for customers.

Conocimientos

IT troubleshooting

Windows

macOS

Mobile devices

Jira

Herramientas

Jira

Descripción del empleo

This role offers a competitive salary, hybrid working, 28 days holiday a year plus Bank Holidays and a fantastic pension scheme offering 6% in year one and 11% after this.

Salary £28,000 - £32,000 per annum

Location: Cardiff/Hybrid (expected min two days per week on site in our Cardiff Office but flexibility may be required occasionally to do more than 2)

About the role

You will be providing excellent 1st, 2nd and 3rd line support in a user focused environment, ensuring that there is an informed and effective use of IT services, and that desktop/laptop, software and application incidents and queries are resolved within SLA.

Key responsibilities

• Provide 1st 2nd and 3rd line support to users and project delivery support, resolving incidents and queries, giving advice, and recommending solutions within defined Service Level Agreements (SLAs) whilst adhering to company policies and procedures.
• 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.

About you

• IT troubleshooting skills (Windows, macOS, application support.
• Windows, Mac and mobile deviceconfiguration and maintenance experience.
• Ability to work under pressure whilst managingpriorities and tasks.
• Capable of workingindependently and within a team.
• IT ticketing system experience(preferably Jira).

The interview process for this role involves

• 40 minutes Teams call with competency based questions.

Benefits

We also have these benefits for you to consider:

• 35 hour working week
• Generous 28 days holiday a year plus Bank Holidays & Option to buy additional days
• Excellent pension scheme – when you pay in 3%,Which? paysin 6% (rising to 11% after one year of service.)
• Discount site Pluxee which offers large %% off every day shopping and holidays
• Annual Award (depending on employee and company performance)
• Healthcare insurance & Private medical insurance and opportunity to participate in Vitality rewards programme (at 6 months)
• A discretionary death in service benefit provision equivalent to six times your annual salary
• Free access to Which? member content and free access to Which? money & legal helplines
• Free wills for all Which? employees, plus, partners of employees can make their will at cost price.
• Work from (almost) anywhere for 4 weeks of the year policy

About Which?

Which? is the UK's consumer champion, here to make life simpler, fairer and safer for everyone. You can find out more about what we do, our people and culture as well as hints and tips on how to complete your application on our Careers site.

We're proud to be ranked 3rd in the ‘Top 25 Inclusive Employers' List 2024. We welcome applications from everyone, because we value diversity, and are committed to maintaining an inclusive culture where all can thrive and reach their full potentialbecause diverse perspectives help us better understand and positively impact consumers.

As a Disability Confident Leader, we ensure that everyone can apply and be part of our recruitment processes and so we'll make reasonable adjustments if you need them. For this or any other assistance you need with applying (i.e., would like to apply by phone or post), email [e-mail]. Find out more about the Disability Confident Interview Scheme here.

• IT Support Technican Role Profile 2025 (1).pdf