About
We are recruiting on behalf of our client for a Senior IT Support Technician, a pivotal role responsible for maintaining and optimising the IT infrastructure of a forward-thinking organisation. This is a hands-on position requiring technical expertise, a proactive approach, and excellent communication skills to deliver a seamless IT experience across the business.
The Role
As the Senior IT Support Technician, you will:
1. Install, configure, and monitor IT hardware and servers.
2. Manage storage appliances and cloud solutions for optimal performance and security.
3. Maintain a secure and efficient network infrastructure, resolving connectivity issues promptly.
4. Oversee the IT Service Desk, ensuring SLA compliance and high levels of customer satisfaction.
5. Deliver training sessions, IT inductions, and system onboarding/offboarding processes.
6. Collaborate on IT projects, including system upgrades and process improvements.
7. Ensure adherence to IT policies and security protocols, including penetration testing and risk mitigation.
8. Liaise with vendors to guarantee effective delivery of IT services.
Requirements
The ideal candidate will possess:
1. Strong hardware troubleshooting and networking skills.
2. Proficiency in Windows, macOS, and mobile operating systems.
3. Familiarity with Active Directory, cloud services (AWS, Microsoft Azure), and security fundamentals.
4. Exceptional problem-solving skills and attention to detail.
5. A proactive and collaborative approach with a growth mindset.
6. Excellent organisational skills and the ability to manage multiple priorities.
Key Performance Indicators
Success in this role will be measured by metrics such as:
1. First Call Resolution rates above 70%.
2. Critical issue resolution within four hours.
3. Customer satisfaction scores exceeding 85%.
4. Contributions to the knowledge base and completion of regular training.
Benefits
Salary Range: £30,000-£33,000 DOE
Hours: 07:30-16:30, Monday to Friday; Full time, onsite
Holiday Allowance: 25 days per year plus bank holidays (3 days of the 25 must be taken between Christmas and New Year)
Nice-to-have skills
* Servers
* SLAs
* Penetration Testing
* Networking
* Windows
* MacOS
* Active Directory
* AWS
* Caerphilly, Wales
Work experience
* Systems Administrator
* Solutions Engineer
Languages
* English
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