IT Support Engineer Location : Hybrid – with a minimum of 3 days per week in our Cardiff office to offer practical support Salary : Between £30,000 and £40,000 per annum based upon experience Contract : Permanent with either full-time or part-time and flexible hours/patterns available – We understand that life is more than just work, so we’re happy to discuss flexible working arrangements around childcare and other life-balance commitments ff you are invited to interview. Close Date : Wednesday 30th April 2025 About Us: At Sero, we’re on a mission to accelerate the transition to net zero by helping people live and work more sustainably. Our tech-enabled services support housing providers, developers, and residents to decarbonise homes in a way that’s practical, affordable, and genuinely people-focused. We’re building a supportive, curious team that shares a passion for doing things differently—and doing them well. About the Role: We’re looking for a skilled and proactive IT Support Engineer to join our growing team. This is a hands-on role, where you’ll be the first port of call for colleagues needing tech support and a key player in ensuring our IT systems run smoothly day to day. You’ll work across hardware, software, networking, and cloud services, helping to onboard and offboard new team members, maintain systems, resolve technical issues, and shape how we deliver IT across the business. You’ll also help standardise our IT approach and build a growing knowledge base for the whole team. As the face of IT to the wider business, you’ll play a key role in ensuring things just work and that people feel supported when they don’t How You'll Help: Deliver fast, friendly 1st line support for hardware, software, and networking issues, escalating where needed Work closely with all teams to understand their needs and help solve problems with empathy and clarity Manage user access, configurations, and support across Microsoft 365, SharePoint, Teams, and OneDrive Take ownership of onboarding and offboarding processes, including equipment setup and recovery, access permissions, and inductions Keep systems secure and running smoothly through proactive monitoring, maintenance, and documentation Create helpful resources, guides, and FAQs so people can solve common issues more easily Support the setup and troubleshooting of office connectivity and network hardware Keep track of tickets, incidents, and system changes using helpdesk tools Help shape and deliver small projects and system improvements alongside the wider tech team Champion IT best practice across the business, identifying opportunities to streamline and improve To Hit the Ground Running, You’ll Need: ✅ Essential 2–3 years’ experience in an IT support or technical support role Either a practical certification such as CompTIA A or a degree in a relevant field. Strong practical knowledge of Windows and macOS, plus experience with remote desktop tools Hands-on experience administering Microsoft 365—including Exchange, SharePoint, and Teams Familiarity with helpdesk ticketing systems such as Jira, ServiceNow, or ManageEngine Good working knowledge of networking basics, including DNS, firewalls, and Wi-Fi setups Confidence liaising with IT suppliers and managing procurement ✅ Desirable (but not essential): Bonus points for experience with cloud platforms like AWS, Azure, or GCP Any scripting or automation experience (e.g., PowerShell or Python) is a nice-to-have Understanding of ITIL or other incident management frameworks would be helpful More Information: Diversity: We actively look to reflect the variety of our world and welcome the widest diversity of applicants. If you require any adjustments to the application or interview process, please do get in touch Permanent: We're a growing SME and see this role as a permanent member of our growing team. We’ve got lots of plans up our sleeves for exciting new things Working Hours: We consider full-time to be 37.5 hours per week between 7am and 7pm Monday to Friday but this could also be a part-time role if it works best for you. How you wish to make a working pattern is up to you, as long as you’re meeting the needs of the role. We think work should suit your lifestyle, so we welcome you to work when you can be most efficient. We'd like some of your working hours to be coordinated with other team members and stakeholders to ensure we're being efficient and communicating effectively, Location: We have an office based in Cardiff and would expect you in the office a minimum of 3 times per week to provide practical support. Salary: We’re budgeting between £30,000 and £40,000 per year for a full-time person in this role, with the offered salary being based on previous experience. If the role is part-time, the salary will be adjusted accordingly based on the agreed hours. Perks : At Sero, we offer a flexible and supportive working environment where your contributions will have a direct impact on our journey to Net Zero. We prioritise work-life balance, professional development, and a culture that values innovation and collaboration. You’ll start with 27 days of annual leave to use as you wish, plus 8 bank holidays. After 3 years of service, your annual leave will increase to 28 days. Additionally, after 5 years of service, you’ll be eligible for a paid 4-week sabbatical as a thank-you. Private free healthcare with BUPA, with the option to add your family at our reduced rate. Salary sacrifice Pension with Royal London – for a 3% contribution from you, you will receive 6% from Sero. Income Protection for peace of mind - 75% of your salary for up to 5 years in cases of long-term sickness. Share Option Scheme: after 12 months of being with Sero, you will be granted an Option over a set amount of shares based on your salary and level in the business at the time of grant HelpHand Employee Assistance Programme which includes 25/7 access to a GP, mental health, financial and legal support. Our offices are in the City Centre (less than 10 mins from Cardiff train station) or if you prefer to drive, we have discounted NCP rates available. Generous family-friendly policies. Dog friendly. Bike2Work scheme: purchase a bike for up to £1500 through a salary sacrifice scheme Volunteering: 8 hours for yourself, 8 hours to use as a team. Our office is always fully stocked with all the usual refreshments, tea, coffee, a variety of milks and a healthy fruit bowl. FOR Cardiff membership; access to exclusive discounts from Cardiff businesses like money off food and drink. Training and development support for everyone through our LMS and 10% protected professional development time each week And… working with us, you’ll be helping towards saving the planet Interested? Ready to make a change? If you think we’re a match, please get in touch. Please send through your C.V. along with a covering letter to explain why your experience sets you apart from the other applicants.