Senior IT Technician - Bridgend

1. We are seeking a Senior IT Technician to join our team in Bridgend.
2. This is a senior-level role ideal for a highly skilled and experienced IT professional with strong 3rd line support capabilities and a proactive approach to problem-solving and service delivery.
3. We offer EMI share equity scheme; day off for your birthday; day off for life milestones such as weddings, moving house, child's first day at school, or religious holidays; give back day to support your chosen charity; savings on gym memberships, shopping and other discounts through Perkbox and many more.

We are seeking a Senior IT Technician to join our team in Bridgend. This is a senior-level role ideal for a highly skilled and experienced IT professional with strong 3rd line support capabilities and a proactive approach to problem-solving and service delivery. This role will also include attending partner sites when on-site assistance is needed.

Key Responsibilities

• Provide expert-level technical support across a wide range of technologies including servers, networks, cloud platforms, and end-user devices.
• Act as a senior escalation point for complex incidents and service requests, ensuring timely and effective resolution.
• Lead root cause analysis and implement long-term solutions to recurring issues.
• Support and manage infrastructure projects such as server migrations, network upgrades, and cloud deployments.
• Maintain and improve internal documentation, processes, and knowledge base articles.
• Deliver on-site support for critical issues and project work as required.
• Collaborate with junior technicians to mentor and support their development.
• Ensure SLAs and KPIs are met consistently, with a focus on customer satisfaction and service quality.
• Stay up to date with emerging technologies and recommend improvements to systems and processes.

What We Are Looking For

• Minimum 3-5 years' experience in a 2nd/3rd line IT support role, ideally within an MSP or multi-client environment.
• Strong technical knowledge of Windows Server (2016/2019/2022), Microsoft 365, Active Directory, Group Policy, DNS/DHCP.
• Experience with networking including VLANs, firewalls, routers and switches.
• Experience with virtualisation technologies such as Hyper-V or VMware.
• Experience with backup and disaster recovery solutions.
• Experience with RMM tools and ticketing systems.
• Strong communication and interpersonal skills with a customer-first mindset.
• Full UK driving licence required.

Benefits

• EMI Share Equity Scheme — own a slice of the Purple Pie.
• Day off for your birthday.
• Day off for life milestones such as weddings, moving house, child's first day at school, or religious holidays.
• Give back day to support your chosen charity.
• Savings on gym memberships, shopping and other discounts through Perkbox.
• Social events and team building opportunities.
• Opportunities for professional growth and development.

Due to the nature of the role, the company is unable to offer sponsorship or relocation assistance. Candidates must already reside in the UK.