Senior IT Support Technician

TieTalent; Caerphilly; On-site; GBP 30,000 - 33,000; Full time

Job summary

An established industry player is seeking a Senior IT Support Technician to enhance their IT infrastructure. This hands-on role demands a proactive professional skilled in troubleshooting, networking, and various operating systems. You will ensure optimal performance of IT services and deliver training sessions to staff. The position offers a competitive salary and a supportive work environment where your contributions will significantly impact the organization. If you thrive in a collaborative setting and are passionate about IT, this opportunity is perfect for you.

Benefits

25 days holiday plus bank holidays

Training and development opportunities

Collaborative work environment

Qualifications

• Proven experience in hardware troubleshooting and networking.
• Familiarity with cloud services and security fundamentals.

Responsibilities

• Install and configure IT hardware and servers.
• Manage storage appliances and cloud solutions.
• Oversee the IT Service Desk for high customer satisfaction.

Skills

Hardware Troubleshooting

Networking Skills

Windows OS

macOS

Active Directory

Cloud Services (AWS, Microsoft Azure)

Problem-Solving Skills

Organisational Skills

Job description

About

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:

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

Requirements

The ideal candidate will possess:

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

Key Performance Indicators

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

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

Benefits

Salary Range: £30,000-£33,000 DOE

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)

Nice-to-have skills

• Servers
• SLAs
• Penetration Testing
• Networking
• Windows
• MacOS
• Active Directory
• AWS
• Caerphilly, Wales

Work experience

• Systems Administrator
• Solutions Engineer

Languages

• English