Information Technology Support Technician

2 months ago

Cardiff, United Kingdom Hamlyn Williams Full time

Hamlyn Williams is seeking an enthusiastic and personable IT Support Desk Technician to join our established team to carry out technical support and project duties across our five global sites (role based in Cardiff/ Hybrid Model). This is a varied and exciting role in a rapidly growing business, with the opportunity to work with a wide variety of systems and technologies. Primarily you will be required provide efficient and effective IT services and support to the organisation. To undertake administration, support and monitoring of the ICT network, hardware, and software resources; including installation, maintenance, availability, and security to support the operation requirements of the business.



Role Duties:

Implement and manage IT support ticketing system and process for our global offices

  • Supervising daily operations of network and server infrastructure
  • Serve as the first point of contact for employees seeking technical assistance over the phone or email
  • Determine the best solution based on the issue and details provided by employees
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Aligning IT infrastructure with current and future business requirements and goals
  • Evaluating risk, developing network recovery and backup processes
  • Assessing and purchasing new and replacement hardware, inclusive of repairs
  • Implementing and maintaining asset registers whilst ensuring end of life hardware is reviewed in a timely manner
  • Testing, troubleshooting and adjusting information systems to operate effectively
  • Implementing security of the network, data and its storage and communication systems
  • Manage onboarding and offboarding of employees – inclusive of laptop set up
  • Assist all employees related with IT related issues
  • Management of all software platforms
  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions



Role Requirements:

  • A minimum of 3 years’ experience in a similar IT Technician Role
  • Excellent knowledge of technical management, information analysis and of computer hardware/software systems
  • Experience of working with MS SQL databases
  • Experience dealing with Cloud based platforms, including AZURE
  • Experience in creating comprehensive reports / dashboards in SSRS / Power Bi or other BI solutions
  • Strong knowledge and understanding of Office 365 suite
  • Experience of developing a high performing team from recruitment to investing in their capability, motivation, and support
  • Willingness to enhance individual knowledge in areas of development
  • Able to work as part of a team and individually when required
  • Understanding of Cyber Security Fundamentals



Skills:

· Excellent problem-solving and troubleshooting abilities.

· Ability to develop and implement IT policies and procedures.

· Strong project management skills, with experience delivering IT projects on time and within budget.

· Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at all levels.

· Ability to communicate with stakeholders carrying in different levels of technical understanding



Technical Knowledge:

· Proficient in network and server management.

· Experience with cloud services and SaaS platforms.

· Knowledge of CRM and ATS systems is advantageous.

· Familiarity with cybersecurity best practices.



Education & Certifications:

· Bachelor’s degree in Information Technology, Computer Science, or a related field.

· Relevant certifications (e.g., ITIL, CISSP, PMP) are a plus.



Key Attributes:

· Strategic Thinker: Ability to align IT strategy with business goals and objectives.

· Detail-Oriented: Strong attention to detail, especially regarding security and compliance.

· Proactive: Takes initiative in identifying and addressing potential IT challenges.

· Adaptable: Able to thrive in a fast-paced, evolving environment.



Benefits:

· Competitive salary and benefits package.

· Opportunity to lead the IT function in a dynamic and growing company.

· Career development opportunities within a forward-thinking organization.


Apply now or email m.glassford@hamlynwilliams.com

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