Job description
Job title: 1st Line IT Support Technician
Hours per week: 35 hrs per week
Salary: £26,000 to £28,000 per year
Location: Homeworking, Office (Cardiff, UK) and Client sites
Contract: Permanent
CCSW LTD (Custom Computer Service Wales Ltd) is an IT support and Managed Service Provider based in the centre of Cardiff.
We provide in person and remote IT support and services to clients across the UK. The type of clients that we support are from various industries including third sector, law, estate agency, life science industries, recruitment and more.
Our values are to provide a personal, efficient and friendly service to all our clients however large or small.
Within our team we have a variety of skills and expertise, and the roles and responsibilities are shared across the team.
We are looking for a 1st Line IT Support Technician to join our support team. Within this role, you will be responsible for providing technical support on-site and remotely to our clients working independently or as part of the support team.
Duties and Responsibilities
· To take ownership of user problems, perform a technical diagnosis and fix the issue either remotely or on-site
· Work to SLA thresholds for incident(s), request(s) and problem(s)
· To work effectively and productively with senior 2nd line and 3rd line IT support
· To document all calls on the call logging system
· To maintain user security on all systems
· Support and maintain cyber security measures across client environments
· Supporting users in the use of Computer equipment by providing necessary training and advice
· To arrange for external support visits whenever problems cannot be resolved in-house
· Liaise with 3rd parties and suppliers, including telephone and Internet service providers
· Always maintain confidentiality
· Comply with current legislation and always respect the confidentiality of information in line with the requirements of the Data Protection Act
· Comply with any Quality and Environmental standards of the Company
· Adhere to all Company policies, procedures and business ethics codes Essential skills and qualifications
Requirements for the role
· To hold a full clean and valid UK driving licence and have access to your own or another vehicle
· Ability to travel to customer sites across South Wales and the UK when required
· Must live within a commutable distance of Cardiff, as this role requires regular attendance at our Cardiff Bay office and travel to local client sites
This role is not suitable for fully remote applicants
Knowledge & Experience
- Previous experience in an IT support, helpdesk, service desk, or technical support role
- Experience troubleshooting Windows 11 desktop operating systems
- Experience supporting Microsoft 365 applications including Outlook, Word, Excel and Teams
- Basic understanding of Active Directory user management
- Basic understanding of networking concepts including TCP/IP, DNS, DHCP and Wi-Fi
- Experience using ticketing or call logging systems
- Strong troubleshooting and problem-solving skills
- Excellent customer service and communication skills
- Cyber security awareness and understanding of security best practices
- Experience supporting printers, desktop hardware, laptops and mobile devices
- Ability to manage workload effectively and work to agreed SLAs
- Willingness to learn new technologies and develop technical skills
Exposure to any of the following would be beneficial but is not essential:
- Microsoft Server administration
- Backup solutions
- Microsoft 365 administration
- VoIP telephone systems
- Monitoring and RMM software
- ISP fault logging and coordination with third parties
Desirable Skills
The successful candidate will have the opportunity to develop skills and experience in the following areas with support from senior technicians:
- Microsoft Entra ID (Azure AD)
- Conditional Access, MFA and BitLocker recovery
- SharePoint administration
- Virtualisation technologies including VMware and Hyper-V
- Firewall administration and network troubleshooting
- VPN technologies
- Switching and routing
- SAN and NAS storage platforms
- Dell server hardware and iDRAC management
- Business Continuity and Disaster Recovery planning
- Sophos security solutions
- Acronis backup solutions
- Advanced Microsoft 365 administration
- Cyber security technologies and best practices
- Vendor and supplier management
- Quoting and procurement processes
- Industry certifications including Microsoft and cyber security qualifications
Opportunities In this role
You will have the opportunity to develop your skills and knowledge to build on the desirable skills. There is also opportunity to progress within the organisation by developing your personal and technical skills with our support team. We have senior technicians will support and be able to guide you in this role.
Hours and environment
Your normal working week will be 35 hours per week Monday to Friday. You can be asked to work additional hours paid at the agreed rate of contract. You will be able to work from home and in a shared office space at our Cardiff Bay office. Monday to Friday (core business hours 8am to 5:30pm (7 hr shift))
Holiday entitlement
You will receive 30 days annual leave including bank holidays. Offices normally close over the Christmas period offering home working to respond to emergencies.
Job Types: Full-time, Permanent
Benefits:
· Generous annual leave entitlement of 30 days per year including bank holidays
· To be able to work from home
· Flexible start and finish times
· Additional 1 day’s annual leave to celebrate your birthday after 1 years’ service
Pay: £26,000.00-£28,000.00 per year
Work Location: Hybrid remote in Cardiff CF24 5PB
