Senior Technician

As a Senior Technician, you are responsible for delivering high-quality 2nd line support, maintaining strong client communication, and ensuring tickets are progressed efficiently and in line with agreed service standards. The role requires a proactive approach to ticket ownership, escalation management, operational discipline, and personal performance, while supporting team objectives and contributing to continuous improvement.
 
In this role, you are expected to work independently on complex Level 2 issues, act as a first escalation point for Technicians, and uphold company standards through your behaviours and actions. You will be required to actively pursue learning and development to stay abreast of emerging technologies, support colleagues through coaching and mentoring, and help ensure that clients receive clear, timely, and professional service at all times.

Requirements

• Several years’ experience working in a IT Support role at a minimum of a Level 1+ capacity;
• Evidence of personal development;
• Hold a category B Driving licence;
• Knowledge and technical understanding of Microsoft 365, Azure, Active Directory, Intune, MS Office, Windows 11, Malware, Security fundamentals (e.g. anti-virus, Phishing, IP Spoofing);
• Ability to demonstrate excellent troubleshooting skills;
• Excellent interpersonal and customer service skills; and
• Strong administrative and time management skills.

Responsibilities

• Communicate regularly,   clearly and transparently with clients on issues, faults and ticket progress.

• Use appropriate communication   methods to resolve issues and keep clients updated, including frequent use of   telephone calls where appropriate.
• Ensure tickets are updated   when work or investigation has started and continue to be updated regularly   through to completion.
• Take ownership of delegated   and allocated tickets, ensuring statuses and updates are accurate and   current.
• Ensure all planned work is   booked correctly and that resolutions are recorded correctly on tickets.
• Raise risks with your line   manager promptly where SLAs may be breached or tickets may become stale.
• Handle complex Level 2   tickets independently and act as the first escalation point for Technicians   escalating to 3rd line only where appropriate and in line with policy and   procedure.
• Provide proactive backup to   call answering when Technicians are unavailable or calls are going   unanswered.
• Support junior staff and   colleagues through coaching, mentoring and training, both formally and   informally. 
• Adhere to departmental and   company standard operating procedures at all times and contribute to the   creation, review and update of SOPs where relevant.
• Actively participate in team   discussions, identify recurring challenges or improvement opportunities, and   update departmental documentation to support colleagues.
• Maintain consistently strong   customer feedback and minimise customer complaints.
• Contribute to continuous   functional development and effective work planning.
• Plan and improve your own   performance against objectives and service expectations.
• Attend and fully participate   in internal and external meetings and events as required.
• Undertake a proactive role in   your own development and training as required by the organisation.
• Carry out all duties in   accordance with company policies, procedures and the colleague handbook.

Benefits

What do we offer?
Aside from a competitive salary, this position is based in our Guernsey office where the following benefits apply: 

• Pension scheme
• Medical scheme
• Generous holiday entitlement 
• On-site company gym (Guernsey office)
• Mileage allowances for business travel
• Health and well-being activities and company socials
• Professional development with support towards qualifications and training