Senior IT Support Technician

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

Job summary

A forward-thinking organisation is seeking a Senior IT Support Technician to enhance its IT infrastructure. This hands-on role requires a proactive individual with strong technical skills, particularly in hardware troubleshooting and networking. You will be instrumental in managing IT services, ensuring compliance with security protocols, and delivering exceptional support to users. Join a dynamic team where your contributions will directly impact the efficiency and effectiveness of IT operations. If you are passionate about technology and thrive in a collaborative environment, this opportunity is perfect for you.

Benefits

25 days holiday plus bank holidays

Training sessions and IT inductions

Collaborative work environment

Qualifications

• Strong technical expertise in IT hardware and networking.
• Proficient in various operating systems and cloud services.

Responsibilities

• Install and configure IT hardware and servers for optimal performance.
• Oversee the IT Service Desk and ensure high customer satisfaction.

Skills

Hardware Troubleshooting

Networking Skills

Windows Operating System

macOS Operating System

Mobile Operating Systems

Active Directory

Cloud Services (AWS, Microsoft Azure)

Security Fundamentals

Problem-Solving Skills

Organisational Skills

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
  
  
  

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)

IND25