Senior IT Technician

We're looking for an experienced and solutions-focused Senior IT Technician to join our IT team at our Newtown Office.

This is a varied hands-on role providing support across both End User/Desktop Support and Infrastructure, acting as a key technical bridge between the two areas.

You'll provide 2nd line support for users and devices, resolve escalated technical issues and assist with the day-to-day maintenance, security and improvement of our core IT infrastructure.

You'll work across Microsoft 365, Windows Server, Entra ID, Active Directory, Azure, endpoint management, networking and cloud services, giving you the opportunity to develop your infrastructure and cloud expertise further.

You'll also take ownership of technical issues through to resolution, identify recurring problems and recommend improvements, maintain accurate IT documentation and work closely with colleagues and internal stakeholders to ensure our systems remain reliable, secure and effective.

Key Responsibilities

• Provide 2nd line support for Windows laptops, desktops, mobile devices, peripherals and business applications, acting as an escalation point for complex technical issues.
• Manage and prioritise your case workload, ensuring incidents and requests are raised, documented and progressed appropriately, with clear records of actions taken.
• Identify recurring incidents and technical trends, carry out root cause analysis and recommend mitigation strategies to reduce repeat issues.
• Support Microsoft 365 services including Exchange Online, Teams, Share Point and One Drive.
• Manage device builds, deployments, patching and lifecycle using endpoint management tools such as Microsoft Intune.
• Provide day-to-day support and administration across Windows Server, Active Directory, Entra ID, Group Policy and identity/access management.
• Assist with Azure infrastructure and services, including virtual machines, networking, compute, storage and identity.
• Support core network services including DNS, DHCP, VPNs, Wi-Fi, switching and firewalls.
• Carry out routine infrastructure tasks including patching, monitoring, backups and restores, and assist with infrastructure upgrades, migrations and improvement projects.
• Support IT security controls including endpoint security, MFA, conditional access and identity management, following security best practices across users, devices and infrastructure.
• Manage company IT assets and maintain accurate IT and infrastructure documentation, technical guides and operational runbooks.
• Produce reports from internal systems and monitor and report recurring technical issues to the Head of Infrastructure and Support.
• Maintain strong relationships with internal stakeholders, providing a professional, responsive and customer-focused IT service.
• Follow structured incident, problem and change management processes and uphold company policies, values and health and safety requirements.
• Assist with the maintenance of the Newtown office and undertake additional duties as reasonably required by the Company Directors or Management team.
• Participate in the on-call rota following successful completion of the probationary period.

What we're looking for

• Proven experience in an IT Support or Infrastructure Support role, with a minimum of 4 years’ experience supporting users both in person and remotely.
• Strong hands-on experience supporting Windows 11 in a managed corporate environment.
• Good knowledge and practical experience of Microsoft 365 administration, including Teams, Exchange, Share Point and One Drive.
• Experience with Microsoft Active Directory and Entra ID, including identity and access management.
• Experience supporting Windows Server environments and virtualised or cloud-hosted infrastructure.
• Working knowledge and practical experience of Microsoft Azure and Microsoft Intune.
• Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, VPNs, switching and Wi-Fi.
• Confident troubleshooting across desktop, server, network and cloud environments, with a logical and systematic approach to problem solving.
• Strong organisational skills with the ability to manage a high case workload and prioritise effectively.
• Excellent written and verbal communication skills, with the ability to explain technical information clearly and appropriately to different audiences.
• Good IT skills, including Microsoft Office applications such as Excel and Outlook.
• Strong attention to detail and the ability to produce clear, accurate technical documentation and reports.
• A customer-focused approach, with an understanding of how important IT systems are to colleagues and their ability to carry out their day-to-day roles.
• Power Shell scripting or automation experience.
• Relevant IT certifications, such as Microsoft, Azure, VMware, Comp TIA A+, Security+, Network+ or Server+.
• Experience working within a growing or change-focused private sector organisation.
• Experience with monitoring and alerting platforms.
• Knowledge or experience of Salesforce and Natterbox administration.
• Knowledge of Microsoft print servers or Paxton door entry systems.
• Personal Attributes
• Professional, approachable and customer-focused.
• Takes ownership of issues and sees them through to resolution.
• Logical, analytical and solutions-focused, with a pragmatic approach to problem solving.
• Highly organised, reliable and able to prioritise effectively in a busy environment.
• Confident working independently while also being a collaborative and supportive team member.
• Flexible and willing to support out-of-hours requirements when necessary.
• Strong commitment to providing a high standard of service and maintaining reliable, secure IT systems.
• Keen to develop technical knowledge and deepen expertise in infrastructure and cloud technologies.
• Loyal, committed and aligned with the values of the organisation.

What is in it for you?

• Your Rewards and Savings
• Competitive salary (and bonuses for certain roles)
• 5% employer contribution to company pension through Royal London
• 33 days holiday (25 days annual leave plus 8 bank holidays FTE)
• Opportunity to buy or sell annual leave (up to 5 days FTE)
• Free onsite parking
• Discounts on big brands and gym memberships
• Your Health and Wellbeing
• Employer-paid cash health plan
• Employee Assistance Programme (EAP)
• Online GP 24/7 via Telephone or Email
• Free eye tests and prescription glasses (for VDU use)
• Cycle to Work scheme
• Free onsite tea, coffee, chilled filtered water, biscuits and fresh fruit
• Your Friends and Family
• 2x Salary life assurance cover
• Enhanced maternity and paternity leave
• Staff Social Events
• Your Career and Professional Development
• Regular training and development
• We are dedicated to promoting from within, wherever possible
• Long service awards
• Opportunity to work as part of a great team, dedicated to customer service excellence

Please note that you must have the right to work in the region that this job is listed in.

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