Information Technology Support Technician

5 days ago

Cardiff, Cardiff, United Kingdom Regal Cloud Full time £25,000 - £40,000 per year

We're looking for a proactive and customer-focused
Support Technician
to join our fast-paced FLR (First Line Response) team. Supporting an international customer base, you'll play a key role in delivering high-quality technical assistance, managing tickets efficiently, and ensuring an exceptional service experience for all end users.

If you excel in troubleshooting, love problem-solving, and deliver outstanding customer service, we'd love to hear from you.

What You'll Be Doing

  • Manage and monitor ticket queues, ensuring all customer requests are handled promptly.
  • Triage, route, and troubleshoot inbound support tickets to achieve swift, effective resolutions.
  • Provide technical support across business software applications, including Microsoft Office.
  • Administer user account provisioning and access control.
  • Log calls, provide basic technical support, and proactively follow up on open tickets.
  • Own and manage tickets throughout their lifecycle in line with the
    ITIL framework
    .
  • Deliver clear, timely updates to customers via phone and email.
  • Perform capability gap analysis and contribute to continual service improvements.
  • Ensure all work is completed within defined SLAs to maintain high service standards.
  • Collaborate effectively with the wider FLR and technical teams.

Role Scope

You'll support an international customer base and operate in a dynamic environment that requires adaptability, strong communication, and excellent customer service skills.

What You'll Bring

  • Proven knowledge of computer systems, hardware, and software fundamentals.
  • Strong support skills across
    Microsoft products
    , including:
  • Windows 10 (deployment & support)
  • Office 365 (user & group management)
  • Active Directory (user account creation, distribution/security groups)
  • Ability to configure devices such as printers and other peripherals within Windows OS.
  • Basic understanding of
    Azure
    services.
  • Experience with device OS installation, re-imaging, and cross-platform troubleshooting (ping, traceroute, etc.).
  • Familiarity with
    ITIL
    best practices and tools such as
    ServiceNow
    .
  • Excellent customer service, call handling, and communication skills.
  • Strong incident management and hardware/software troubleshooting capabilities.

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