IT Technician

Cognibox; Cardiff; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading technology company based in Cardiff is looking for an IT Technician to deliver exceptional 1st line support. You will troubleshoot issues for over 1000 users globally while maintaining a high standard of customer service. The ideal candidate should have strong knowledge of Microsoft 365 applications and be adaptable under pressure. This position supports a hybrid work model, allowing you to work in the office three days a week.

Benefits

Enhanced Parental Leave

Generous annual leave

Healthcare Plan

Annual Giving Day

Cycle-to-work Scheme

Pension scheme with employer contributions

Life Assurance – 3X base salary

Rewards Program

LinkedIn Learning License

Qualifications

• Solid working knowledge of Microsoft 365 applications.
• Adaptable and flexible in their approach.
• Customer-focused, empathic, and willing to listen.

Responsibilities

• Providing 1st line technical support to 1000+ users globally.
• Logging calls into the ticket management system.
• Aiming to resolve 95% of incidents within the SLA.

Skills

Excellent customer service skills

Knowledge of Microsoft 365 applications

Ability to work under pressure

Strong problem-solving skills

Job description

IT Technician

Department: Technology & Product

Employment Type: Permanent

Location: Cardiff, UK

Description

Building innovative solutions; enabling safer workplaces for everyone. We’ll create a safer working world, building software to support a global network of responsible buyers, suppliers and partners. At Alcumus we take the pain out of compliance for over 50,000 organisations globally, helping them protect their people, their operations, and the planet. The tech we build today, will create a better tomorrow.

As an IT Technician, you’ll be the first point of contact for our customers, delivering exceptional 1st Line IT support. You’ll play a key role in troubleshooting and resolving issues quickly and effectively, ensuring we meet agreed service levels and performance standards set out in our IT Support Guidelines.

What that means day to day

• Providing 1st line technical support to 1000+ users globally, answering support queries via phone, email and face-to-face while maintaining a high degree of customer service in line with ITIL best practices
• Assisting with monthly IT Support visits to Alcumus offices
• Logging calls into our ticket management system, taking ownership of user problems and being proactive when dealing with their issues
• Supporting company hardware and software
• Logging incidents with our external 3rd party service providers
• Aiming to resolve 95% of incidents within the SLA

What you’ll need to be successful

The successful candidate will bring excellent customer service skills and a solid working knowledge of Microsoft 365 applications. Adaptable and flexible in their approach, they will thrive under pressure and remain effective when working to tight deadlines. With a positive and pragmatic attitude, they will embrace change and demonstrate genuine enthusiasm for solving problems. Above all, they will be customer-focused, empathetic, and willing to listen, ensuring every interaction leaves a positive impression.

What you\'ll get in return

Alcumus has a hybrid workplace policy, where you will work from the office 3 days per week. We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work and below are some of the perks and benefits we offer:

• Personal Health & Wellbeing / Benefits
• Enhanced Parental Leave
• Generous annual leave
• Healthcare Plan
• Annual Giving Day – an extra day to give back to yourself or your community
• Cycle-to-work Scheme
• Future Planning
• Pension scheme with employer contributions
• Life Assurance – 3X base salary
• Rewards Program – access to discounts and cashback
• LinkedIn Learning License for upskilling & development

Interested but don’t feel you meet all the requirements?

Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we do consider where an individual might not meet all the criteria, but have the aptitude and capability, nonetheless. Our priority is to ensure we set people up for success. We will make a final call based on our determining whether we can offer the necessary support to upskill or provide the developmental support needed for you to get the best out of this opportunity with us!

Bring Your Whole Self to Work.

Alcumus is proudly an equal-opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.

What you can expect if you apply:

• A response to your application within 15 working days
• An interview process consisting of:
  • An initial discovery call with the recruiter
  • A first stage interview via Microsoft Teams
  • Additional interview (likely face to face) with the stakeholders you’ll be working with closely in the role

We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.