IT Support Technician

Biotage; Hengoed; On-site; GBP 28,000 - 32,000; Full time

Job summary

Biotage is seeking a proactive IT Support Technician to provide high-quality IT support to users in a fast-paced environment. The role involves resolving IT issues, managing assets, and collaborating with international IT teams. Ideal candidates will have strong communication skills and relevant IT experience.

Qualifications

• Experience in IT customer-facing support role.
• Proficiency in Microsoft Windows 10/11 and Microsoft 365.
• Strong understanding of Active Directory and networking principles.

Responsibilities

• Respond to and resolve IT support tickets.
• Provide advanced technical support for various devices.
• Collaborate on global IT projects and manage IT assets.

Skills

Communication

Problem Solving

Networking Fundamentals

Active Directory

Microsoft Windows 10/11

Microsoft 365

Education

IT Certifications (CompTIA A+/Network+, MCP, Microsoft 365, Azure)

Job description

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We are currently looking for a proactive and experienced IT Support Technician to join our UK team, based in Ystrad Mynach. In this role, you'll provide high-quality IT support to local users and contribute to broader support needs across our global operations.

This is an on-site position, with occasional travel required to our sister site in Gloucestershire and possible involvement in global initiatives. You’ll be working in a fast-paced, technically varied environment where strong communication skills and hands-on problem-solving abilities are essential.

About the role

As the IT Support Technician, you will act as the front line for resolving IT-related issues, supporting users both on-site and remotely. You'll handle service tickets, escalated technical requests, and be actively involved in project delivery, hardware deployment, and change implementations. The role also involves managing IT assets, assisting with procurement, and ensuring systems remain up-to-date and secure. This position reports directly to the Head of IT (based in Sweden) and works in close collaboration with regional and international IT colleagues to ensure consistent, reliable IT service delivery across the organisation.

Key Responsibilities

• Respond to, investigate, and resolve IT support tickets via ITSM system, email, in-person, or other channels
• Provide advanced technical support for desktops, laptops, printers/MFPs, mobile devices (iOS/Android), and peripherals
• Carry out system imaging, configuration, and deployment of new hardware
• Maintain software applications including Office 365, Teams, SharePoint, OneDrive, and Exchange Online
• Troubleshoot issues related to networking, connectivity, VPN access, and domain authentication
• Administer Active Directory user accounts, permissions, and GPOs; manage Azure AD and cloud-based services
• Assist with hardware and software procurement, inventory tracking, and lifecycle management
• Plan and execute preventative maintenance tasks across all IT assets
• Collaborate on global IT projects including deployments, upgrades, security patches, and rollouts
• Document technical procedures, update knowledgebase articles, and contribute to process improvement

What we are looking for

• Experienced in an IT customer facing support role (Mix of hands on and remote support)
• Proficiency in supporting Microsoft Windows 10/11 and Microsoft 365 applications
• Strong understanding of Active Directory, DNS, DHCP, and standard IT infrastructure principles
• Working knowledge of Azure Active Directory, Exchange Online, and Microsoft Endpoint Manager
• Experience supporting and managing printers, A/V conferencing tools, and mobile devices (Apple)
• Solid grasp of networking fundamentals: IP addressing, patching, routing, VPNs, TCP/IP, PoE, and VoIP
• Familiarity with computer imaging, deployment tools, driver integration, and patching routines
• Excellent written and verbal communication skills, with a proactive approach to troubleshooting
• Highly organised with the ability to manage and prioritise multiple tickets and tasks
• Experience with IT hardware installation

Highly desirable experience

• IT certifications such as CompTIA A+/Network+, MCP, Microsoft 365, or Azure
• Familiarity with ITIL and ITSM frameworks
• Previous experience in a multinational environment or supporting users across multiple time zones
• Hands-on experience supporting conference room AV systems, smartboards, projectors, and large-format displays
• Asset lifecycle and decommissioning experience, including data handling and secure disposal

Salary: up to £32,000 per annum (depending on level of qualifications and experience), plus benefits.

About Biotage

Biotage is the Global Go-To Separations Company, supporting customers from drug discovery and development through to diagnostics and analytical testing with intelligent and sustainable workflow solutions. Our expertise and top-tier separation solutions play a key role in streamlining our customers’ workflows and improving their outcomes. Headquartered in Sweden, Biotage operates globally with 700 employees, serving over 80 countries. Our company is listed on NASDAQ Stockholm (BIOT).

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

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