IT Specialist
Department: Technology
Employment Type: Permanent
Location: Cardiff, UK
Reporting To: Senior IT Manager, EMEA
Description
Building innovative solutions; enabling safer workplaces for everyone.
We’ll create a safer working world, building software to support a global network of responsible buyers, suppliers and partners.
We take the pain out of compliance for over 50,000 organisations globally, helping them protect their people, their operations, and the planet.
Keeping our network of hiring clients, suppliers, and contractors compliant with the standards that matter most, from health and safety and sustainability to ethical behaviour by building best‑in‑class solutions.
We are looking for a proactive and customer‑focused IT Specialist to join our Technology team in Cardiff. This role is responsible for providing 2nd Line technical support to more than 1,500 users across the organisation, ensuring issues are resolved efficiently and within agreed service level agreements.
You will play an important role in maintaining a reliable and secure IT environment while delivering excellent customer service. Working closely with the 1st Line Support team and other Technology teams, you will help diagnose and resolve technical issues, elevate complex cases when required, and contribute to the ongoing improvement of the IT support function.
This is an excellent opportunity for someone who enjoys problem solving, working collaboratively, and supporting colleagues across the business with their technology needs.
What that means day to day
* Provide 2nd line technical support to more than 1,500 users, resolving IT issues via phone, email and face‑to‑face while delivering a high level of customer service.
* Troubleshoot hardware, software and system issues, taking ownership of incidents and ensuring they are resolved within agreed service level agreements.
* Support and guide the 1st line support team by providing escalation support and collaborating with wider Technology teams to resolve more complex technical issues.
* Manage and update support tickets in the service management system, including liaising with third‑party service providers when required.
* Contribute to the delivery of technology projects, perform routine checks on backups and systems, and support knowledge sharing across the Technology support team.
What you’ll need to be successful
To be successful in this role, you will have experience working in a technical support environment and be comfortable troubleshooting a variety of IT issues. You will be confident communicating with users at all levels of the business and able to explain technical information clearly and professionally.
You should be highly organised and proactive, able to manage multiple support requests while maintaining attention to detail and working within service level agreements. Strong problem‑solving skills are essential, as you will be responsible for diagnosing issues, identifying solutions, and ensuring problems are resolved effectively.
This role also requires a collaborative mindset. You will work closely with other members of the Technology team and contribute to knowledge sharing, continuous improvement, and maintaining high standards of service delivery.
You will be customer‑focused, approachable, and adaptable, with the ability to remain calm under pressure and respond positively to changing priorities and technologies.
Desirable
* Experience in supporting macOS
* Familiarity with Microsoft Intune
* Degree level educated
* ITIL Foundation
* Microsoft 365 Fundamentals Certification
What you'll get in return
We have a hybrid workplace policy, where you will work from the office 3 days per week. Plus our Cardiff office is dog‑friendly – expect a few friendly paws around the place!
We want you to be able to do your best work here. We emphasise providing many ways to support our team to do their best work and below are some of the perks and benefits we offer:
Personal Health & Wellbeing / Benefits
* 🍼 Enhanced Parental Leave
* 🌴 Generous annual leave
* 🏥 Healthcare Plan
* 💟 Annual Giving Day – an extra day to give back to yourself or your community
* 🚲 Cycle‑to‑work Scheme
Future Planning
* 💰 Pension scheme with employer contributions
* 🧬 Life Assurance – 3X base salary
* 💸 Rewards Program – access to discounts and cashback
* 🏫 LinkedIn Learning License for upskilling & development
Interested but don’t feel you meet all the requirements? Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we do consider where an individual might not meet all the criteria, but has the aptitude and capability, nonetheless. Our priority is to ensure we set people up for success. We will make a final call based on our determining whether we can offer the necessary support to upskill or provide the developmental support needed for you to get the best out of this opportunity with us!
Bring Your Whole Self to Work.
We are proudly an equal‑opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.
What you can expect if you apply:
* A response to your application within 15 working days
* An interview process consisting of:
o An initial discovery call with the recruiter
o A first stage interview via Microsoft Teams
o Additional interview (likely face‑to‑face) with the stakeholders you’ll be working with closely in the role
We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.
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