Information Technology Support Technician

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.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

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 #####