IT Support Technician

We are recruiting an IT Support Technician to provide expert technical support at our Cardiff office. This role involves delivering technical support across the business, maintaining high service standards, and working closely with an experienced on-site technician. The successful candidate will be proactive, organised, and committed to providing reliable IT support while contributing to the wider IT team spread across three UK sites.

• Providing day-to-day support to all onsite and remote users across the business
• Deliver a quality service in a professional, approachable manner
• Ensure all support tickets are resolved efficiently and within the agreed SLA’s
• Working to the defined IT Support procedures and policies
• Diagnosing, troubleshooting and resolving user hardware and application issues
• Setting up and deployment of new Windows desktops and laptops to onsite and remote users
• Relocating of user hardware to alternate locations around the site
• Escalating calls to internal and external support providers where necessary
• Maintain company asset documentation and contribute to the IT Support Knowledge Base
• Assisting the IT Operations Team with on-site request

This list of duties is neither exclusive nor exhaustive and may be amended by senior management from time to time, nor is it in an order of importance.

• At least three years’ experience in a similar role
• Strong problem-solving and organisational skills
• Excellent communication and interpersonal skills, both over the phone and in person
• An eagerness to learn and develop new skills
• Flexibility to work with a wide variety of technology and end-user skill levels
• A professional manner in dealing with all users at all times
• Ability to multi-task and manage time effectively
• Ability to work effectively as part of a team
• Flexibility to travel for planned visits to remote offices
• Strong analytical skills and the ability to resolve issues independently
• High standards of professional dress, behaviour, and appearance

The candidate must be well experience in the following areas and be able to apply these skills from stage zero upwards, with minimal assistance.

• Windows management and Office 365 applications
• User administration via Office 365, Azure AD and Active Directory
• Exchange / Outlook Online administration
• Windows File and Print Server administration
• User hardware and software issue resolution, including investigating and resolving issues beyond immediate solutions
• Windows desktop installations
• Installing/upgrading software on PCs and laptops where required, including minor hardware interventions (battery, RAM, or SSD replacement)
• Following agreed IT procedures

Desirable Skills

• University graduate 2:1
• Experience with Mac0S and i0S
• Experience using Jira

• 32 days annual leave (including bank holidays)
• Company-paid health cash plan
• Pension via salary sacrifice
• Holiday buy scheme
• Perkbox discount portal
• Staff travel insurance discounts
• Supportive, inclusive team culture
• Convenient office locations with easy access to public transport