Description

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:

* Install, configure, and monitor IT hardware and servers.

* Manage storage appliances and cloud solutions for optimal performance and security.

* Maintain a secure and efficient network infrastructure, resolving connectivity issues promptly.

* Oversee the IT Service Desk, ensuring SLA compliance and high levels of customer satisfaction.

* Deliver training sessions, IT inductions, and system onboarding/offboarding processes.

* Collaborate on IT projects, including system upgrades and process improvements.

* Ensure adherence to IT policies and security protocols, including penetration testing and risk mitigation.

* Liaise with vendors to guarantee effective delivery of IT services.

Requirements

The ideal candidate will possess:

* Strong hardware troubleshooting and networking skills.

* Proficiency in Windows, macOS, and mobile operating systems.

* Familiarity with Active Directory, cloud services (AWS, Microsoft Azure), and security fundamentals.

* Exceptional problem-solving skills and attention to detail.

* A proactive and collaborative approach with a growth mindset.

* Excellent organisational skills and the ability to manage multiple priorities.

Key Performance Indicators:
Success in this role will be measured by metrics such as:

* First Call Resolution rates above 70%.

* Critical issue resolution within four hours.

* Customer satisfaction scores exceeding 85%.

* 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)