Senior Technician

An experienced Senior IT Support Technician is required to provide high-quality 2nd line support, manage complex technical issues, and ensure efficient ticket progression in line with service standards. You will act as an escalation point, support junior colleagues, and maintain excellent client communication.

Key Responsibilities

• Manage and resolve complex Level 2 support tickets
• Take ownership of tickets, ensuring accurate updates and SLA compliance
• Act as first escalation point for Technicians
• Communicate clearly and regularly with clients
• Maintain strong ticket documentation and service quality
• Support and mentor junior team members
• Contribute to process improvements and adhere to SOPs

Requirements

• Proven IT support experience (Level 1+)
• Strong knowledge of Microsoft 365, Azure, Active Directory, Intune, Windows 11
• Good understanding of IT security fundamentals
• Excellent troubleshooting and customer service skills
• Strong organisation and time management
• Full Category B driving licence