Senior IT Technician

Coaction Recruitment Ltd

Old Warren

On-site

GBP 36,000 - 48,000

Full time

2 days ago

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Job summary

Vincere is seeking a Senior IT Technician (2nd Line) to join the IT Operations & Support team in Reading. You will provide second-line support for hardware, software and applications, monitor systems, and ensure SLAs are met while maintaining security and backups.

You will report to the IT Director in a full-time role based at the Reading Office, handling incident resolution, escalation to MSPs, and ongoing documentation. A hands-on approach and strong communication are essential.

Qualifications

HND/Degree level in relevant discipline or significant experience in a similar role.
Excellent communication (written and verbal) and interpersonal skills.

Responsibilities

Monitor IT systems and services and maintain them to SLA standards.
Provide first- and second-line IT support; escalate to MSPs/3rd parties when needed.
Ensure backups are completed per documented processes and manage asset register.
Maintain documentation for systems and processes; report IT security breaches.

Skills

Communication skills

Prioritisation

Organised

Self-motivation

Documentation

Education

HND/Degree in IT or related

Tools

Salesforce System Administration

Azure/AD Administration

Microsoft Intune

Cisco/Meraki

NinjaOne RMM

FreshService

Veeam Data Cloud

Job description

Job Description

Job Title: Senior IT Technician (2nd Line)

Status: Full Time, 40 hours per week

Team: IT Operations & Support

Reports to: IT Director

Main Location: Reading Office

Direct Reports: No

Department: Information Technology

Departmental Budget Holder: No

Job Purpose

The primary focus of this role is to provide an excellent level of IT support to all staff and ensure that all Daniel Owen IT systems and services are maintained, patched, backed up and performing to specified SLAs.

Honest Reliable Respectful Paid on Time

Position Accountabilities

Operations

Monitor all IT supported systems and services
Ensure all systems are patched and maintained to an agreed level
Maintain all supported hardware involving third parties as appropriate
Ensure all backups are completed as per documented processes
Maintain asset register of all IT supported hardware
Report and act on all and any IT security breaches

Support

Provide first-line support to all users via Help Desk
Provide second-line support for all hardware, software and applications
Where appropriate escalte to MSP’s / 3rd Parties
Ensure all support requests are resolved “effectively” within agreed SLAs
Report on trends of KPI, recommend and implement improvement plans where appropriate

Management

Undertake continuous personal and professional development
Perform such duties consistent with your role as may from time to time be assigned to you anywhere within the company

Stakeholder Engagement

Build and maintain strong relationships with all key internal and external stakeholders
Clearly communicate information to stakeholders
Provide information for monthly Board Meetings

Health & Safety

Hold personal accountability in avoiding action that could threaten the health or safety of yourself, other employees or members of the public

Key Stakeholders

Internal

Senior Management Team
All IT Employees
Other IT Users

External

External Partners, Suppliers and Vendors
Counterparts from other similar organisations

Skills and knowledge required

HND/Degree level in relevant discipline or significant experience in a similar role
Excellent communication (written and verbal) and interpersonal skills
Ability to work on own initiative with minimal supervision
Ability to juggle conflicting demands and effectively prioritise
Organised in approach to work
Responsible and discreet
Well-developed technical and non-technical documentation skills
Demonstrated ability to operate a broad range of computer packages, including competent use of Microsoft 365

Experience of the following would be beneficial but not essential;