Senior IT Support Technician

Resourcing Partnership Ltd; Cardiff; On-site; GBP 40,000 - 60,000; Full time

Job description

Overview:
The role is responsible for maintaining and optimising the company's IT infrastructure, ensuring the seamless operation of hardware, servers, storage, and network systems, both on-premise and in the cloud. This includes proactive monitoring, troubleshooting, and support across various IT functions such as hardware, security, and application management. The role also oversees IT service desk operations, providing support to end users, ensures adherence to policies and collaboration on IT projects. Strong emphasis on security, effective service delivery, and continuous improvement of IT processes to meet IT needs and enhance user satisfaction.

Duties and Responsibilities

1. Responsible for installing, configuring and monitoring IT Hardware
2. Responsible for supporting and monitoring IT Servers
3. Monitor and support storage appliances and IaaS solutions for performance, availability and security
4. Ensure a secure, optimized network on-premise and in the cloud, while diagnosing and resolving connectivity issues
5. Collaborate on IT projects, manage system upgrades, and monitor infrastructure to address issues proactively
6. Manage the IT Service Desk, ensuring SLA compliance, resolving support tickets, handling emergencies, and providing advanced troubleshooting and remote support
7. Support in delivering secure IT services
8. Manage user accounts and permissions while supporting on-site physical security systems
9. Support penetration testing and promptly resolve identified threats and vulnerabilities
10. Assist with fire systems and their integration systems

Processes

1. Document in Confluence IT processes, procedures, and best practices to standardize operations and facilitate knowledge sharing
2. Leading, developing and delivering the IT Onboarding and Offboarding processes
3. Lead on Warehouse Management System processes and equipment
4. Deliver IT Inductions and basic training to new colleagues
5. Deliver training to colleagues on IT Systems where required
6. Support with IT Auditing Requirements
7. Continuously improve job knowledge through learning opportunities
8. Collect feedback from users and stakeholders to identify areas for improvement and enhance the quality of IT support services

Qualifications / Experience

1. Hardware Troubleshooting: Understanding of various hardware components (computers, printers, mobile devices, networking devices) and how to diagnose and fix issues
2. Operating Systems: Proficiency in Windows and macOS, as well as mobile OS like Android and iOS, this includes installation, configuration, and troubleshooting
3. Networking Basics: Knowledge of networking protocols (TCP/IP, DNS, DHCP, etc.), LAN/WAN, routers, switches, VPNs, and troubleshooting network connectivity issues
4. Software Installation and Configuration: Understanding how to install, configure, and troubleshoot software applications and updates
5. Security Fundamentals: Basic knowledge of security practices such as password management, antivirus software, firewalls, and multi-factor authentication (MFA)
6. Active Directory/Entra: Familiarity with account management, group policies, user permissions, and security groups.
7. Cloud Services: Knowledge of cloud platforms like AWS and Microsoft Azure, particularly for user management and basic troubleshooting in cloud environments

We regret that this client is not prepared to sponsor work permit or work permit transfer applications. Candidates must be able to prove their eligibility to work in the UK.