The CWC Group - Compassionate care with you in mind
Employment Type
Full Time, Permanent
Application Start Date
10-03-2026
Application End Date
24-03-2026
EQUAL OPPORTUNITIES
CWC Group is committed to being an Equal Opportunities Employer and welcomes applications from people irrespective of age, gender, race, disability, ethnic origin, sexual orientation, political opinion, marital status, disability and religious belief.
PLEASE NOTE
Full UK driving licence and access to a reliable vehicle is essential.
Location
CWC Group - Head Office (Carryduff area)
Experience
Minimum 2 years’ experience in a hands-on service desk, field engineering, or IT support role.
Description
CWC Group is a growing family-owned healthcare provider, established in 1985, delivering nursing, residential and disability care across locations in Ireland (including Northern Ireland). Following external investment to support growth and enhanced services, our 450 headcount will maintain CWC’s person-centred approach, with a focus on dignity, choice, independence and maintaining high standards of care in welcoming, vibrant environments.
Reporting to: Director of Estates
Location: Based from Head Office (Carryduff area) with regular travel to care locations across Northern Ireland / Ireland as required
Contract: Full-time, permanent
Hours: Standard office hours with flexibility; participation in an out-of-hours/on-call rota may be required
Role Purpose:
This is a new role for the CWC Group and a unique opportunity to take ownership of our IT and digital systems. The successful applicant will ultimately build out a team to project manage and implement new system changes required to support our drive for efficiency. Whilst there will be a focus on system change and adoption, there will also be the regular business as usual site issues.
The successful candidate will provide hands-on, responsive IT support to CWC Group’s Head Office and care locations. You will resolve day-to-day technical issues, maintain IT equipment and local networks, and ensure colleagues have the tools they need to deliver safe, high-quality care.
The role will also act as CWC’s day-to-day IT liaison with the Group’s third-party Managed Service Provider (MSP), coordinating escalations, managing supplier tickets, and ensuring issues are progressed and resolved in line with agreed service levels.
Key Responsibilities
* Provide friendly, high-quality IT support to colleagues across Head Office and care sites.
* Own and resolve 1st and 2nd line IT support tickets, ensuring timely fixes and a positive user experience.
* Travel to sites to resolve incidents that cannot be fixed remotely.
* Act as the primary day-to-day point of contact between CWC Group and the third-party IT Managed Service Provider (MSP).
* Log, track and manage escalations to the MSP, ensuring clear ownership, timely updates, and resolution within agreed SLAs.
* Set up and support new starters and leavers, including device provisioning, account creation/closure, access changes, and asset handover.
* Work alongside the MSP to support and troubleshoot Microsoft 365 and Windows environments (server and desktop).
* Diagnose and resolve 1st and 2nd line networking issues (LAN, VLANs, VPN, DNS, switches, firewalls), escalating where appropriate.
* Work with the MSP to maintain an accurate IT asset register (devices, warranties, allocations) and site inventories (spares, printers/toners, cables).
* Work within agreed SLAs and priorities, ensuring appropriate change management and clear communication to stakeholders.
* Contribute to IT projects and deployments, including migrations, upgrades, and rollouts of new systems.
* Act as a key IT contact within the Group, providing proactive guidance and documenting solutions and known issues.
* Collaborate with colleagues and leadership to improve processes, knowledge articles, and IT tooling.
Qualifications and Skills
* IT Support: Minimum 2 years’ experience in a hands‑on service desk, field engineering, or IT support role.
* Microsoft: Strong Windows 11 knowledge; experience supporting Windows Server and administering Microsoft 365.
* Networking: Solid understanding of LAN, VPN, DNS and switching, with exposure to firewall configurations.
* End‑user focus: A customer‑first mindset, focused on outcomes and proactive fixes—not just closing tickets.
* Driving: Full UK driving licence and access to a reliable vehicle is essential as this role may support multiple locations. Mileage allowance will be provided.
* Experience supporting IT within the care, healthcare, or other regulated environments.
* Experience with Active Directory / Entra ID, Intune, Autopilot and Microsoft Azure.
* Familiarity with modern infrastructure such as UniFi (switching and wireless) and SMB firewalls (e.g. WatchGuard, Cisco, DrayTek).
* Scripting or automation experience (PowerShell) and strong documentation practices.
* Exposure to RMM / PSA tooling (e.g. NinjaOne, Halo) and backup / AV platforms.
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