Senior Technician

The role of Senior Technician entails delivering high-quality second-line support while maintaining robust communication with clients and ensuring efficient ticket progression in accordance with agreed service standards. This full-time position requires a proactive approach to ticket ownership, escalation management, and operational discipline, contributing effectively to team objectives and continuous improvement. The successful candidate will work independently on complex Level 2 issues, serve as the first escalation point for Technicians, and uphold the organisation’s standards through their professional behaviour and actions. A commitment to personal development and staying abreast of emerging technologies is essential, along with providing coaching and mentoring to colleagues. Candidates should possess several years of experience in IT support at a minimum of Level 1+, including a comprehensive understanding of associated technologies.

Job Duties:

• Deliver high-quality 2nd line support to clients.
• Maintain strong communication with clients regarding issues and ticket progress.
• Manage ticket ownership and escalation procedures effectively.
• Undertake complex Level 2 ticket resolution independently.
• Act as a first escalation point for Technicians, escalating to Level 3 as appropriate.
• Provide proactive backup for call answering when needed.
• Support junior staff through coaching and mentoring.
• Ensure documentation and departmental updates are maintained consistently.
• Participate actively in team discussions for continuous improvement.
• Manage personal performance against objectives and service expectations.

Job Requirements:

• Several years of experience in an IT Support role at a Level 1+ capacity.
• Evidence of personal development and a commitment to learning.
• A valid category B Driving licence.
• Knowledge of Microsoft 365, Azure, Active Directory, Intune, MS Office, and Windows 11.
• Understanding of security fundamentals including anti-virus and phishing.
• Excellent troubleshooting and interpersonal skills.
• Strong administrative and time management abilities.
• Clear and transparent communication with clients on ticket resolution.

What You’ll Love:

​​​​​​​This role offers the opportunity to become a key player in a fast-growing technology organisation that values both high performance and high standards. You will thrive in a collaborative environment, gaining exposure to cutting-edge technologies while contributing to the continuous improvement of services. The organisation is committed to professional growth, ensuring ample opportunities for training and career development. You will also enjoy the supportive culture, which fosters personal development and a genuine work-life balance.

Interested? Register today, confidentially, with one of our friendly and dedicated recruitment specialists by clicking here