Senior IT Support Technician

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Senior IT Support Technician, Caerphilly

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Client:

Universal Business Team

Location:

Caerphilly, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

e0d7e3930a5e

Job Views:

4

Posted:

02.05.2025

Expiry Date:

16.06.2025

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Job Description:

We are recruiting on behalf of our client for a Senior IT Support Technician, a pivotal role responsible for maintaining and optimising the IT infrastructure of a forward-thinking organisation. This is a hands-on position requiring technical expertise, a proactive approach, and excellent communication skills to deliver a seamless IT experience across the business.

The Role:
As the Senior IT Support Technician, you will:

• Install, configure, and monitor IT hardware and servers.
• Manage storage appliances and cloud solutions for optimal performance and security.
• Maintain a secure and efficient network infrastructure, resolving connectivity issues promptly.
• Oversee the IT Service Desk, ensuring SLA compliance and high levels of customer satisfaction.
• Deliver training sessions, IT inductions, and system onboarding/offboarding processes.
• Collaborate on IT projects, including system upgrades and process improvements.
• Ensure adherence to IT policies and security protocols, including penetration testing and risk mitigation.
• Liaise with vendors to guarantee effective delivery of IT services.

Requirements

The ideal candidate will possess:

• Strong hardware troubleshooting and networking skills.
• Proficiency in Windows, macOS, and mobile operating systems.
• Familiarity with Active Directory, cloud services (AWS, Microsoft Azure), and security fundamentals.
• Exceptional problem-solving skills and attention to detail.
• A proactive and collaborative approach with a growth mindset.
• Excellent organisational skills and the ability to manage multiple priorities.

Key Performance Indicators:
Success in this role will be measured by metrics such as:

• First Call Resolution rates above 70%.
• Critical issue resolution within four hours.
• Customer satisfaction scores exceeding 85%.
• Contributions to the knowledge base and completion of regular training.

Hours: 07:30-16:30, Monday to Friday; Full time, onsite

Holiday Allowance: 25 days per year plus bank holidays (3 days of the 25 must be taken between Christmas and New Year)