Senior IT Support Technician
2 days ago
Cardiff
Senior IT Support Technician Based: Head Office Reports to: Head of Technology Role Purpose: Provide senior second-line technical support to internal employees while overseeing the effective day-to-day operation of the IT Helpdesk. The role ensures service requests are delivered in line with agreed SLAs and standards, while coordinating team workload, prioritising assignments, supporting junior team members, and reporting progress and risks to the Line Manager. Key Responsibilities: • Act as a senior escalation point for second-line technical support, ensuring complex issues are resolved efficiently and root causes are identified., • Ensure all IT incidents and service requests are accurately logged, tracked, and updated within the IT Helpdesk system., • Resolve the majority of service requests at first point of contact, with a strong focus on preventing recurring issues., • Manage and progress unresolved calls to ensure timely resolution, maintaining visibility of priorities and risks., • Agree daily and weekly priorities (e.g. new starters, hardware issues, business-critical incidents, maintenance activities)., • Plan and coordinate site visits for remote offices., • Escalate issues that require extended investigation or exceed agreed resolution timeframes., • Monitor long-standing tickets and ensure timely escalation where required., • Agree and maintain targets for maximum unresolved calls at the end of each working week., • Support the allocation and prioritisation of tasks across the support team, ensuring workloads are balanced and deadlines are met., • Provide guidance and support to team members to help them complete assigned tasks effectively and to the required standard., • Ensure clear handover and reallocation of tickets when required, maintaining continuity of service., • Monitor team progress and highlight risks, blockers, or capacity issues to the Line Manager., • Act as a key point of contact for internal stakeholders, ensuring users are kept informed of progress, delays, and resolutions., • Communicate technical issues clearly and professionally to non-technical users., • Identify trends and recurring issues within helpdesk requests., • Analyse root causes and recommend long-term solutions (e.g. training improvements, process changes, hardware or supplier changes)., • Contribute to documentation, procedures, and knowledge-base materials to improve service efficiency and reduce repeat incidents. Benefits of working with t2 group • 25 days annual leave + bank holidays (increasing with length of service), • Christmas & New Year shutdown period, • Pension scheme, • Specsavers scheme, • Access to 1000's of student discounts inc. Unidays, Student Beans and TOTUM, • £500 employee referral bonus scheme, • Enhanced sick pay & maternity reward vouchers, • Employee well-being and assistance programme, • Access to EV company car scheme Employment is subject to a satisfactory enhanced DBS check & references t2 group is committed to providing a safe environment for all learner’s and employees. To find out more about our commitment to safeguarding please visit the t2 website We’d love to hear from you! Apply today and take the next step in your career with t2 group.