Job Title: IT Support Technician
Location: Birmingham, UK
Job type: 100% Onsite
Permanent opportunity
Job Summary :
The Senior IT Support Specialist is responsible for providing advanced technical support and troubleshooting assistance to internal users, maintaining IT systems, and ensuring the smooth operation of hardware, software, and network resources. This role involves resolving complex technical issues, offering strategic solutions to enhance system performance, and mentoring junior staff. The Senior IT Support Specialist will play a key role in ensuring that IT services meet the needs of the business and maintain a high level of system reliability and user satisfaction.
Key Responsibilities:
• Technical Support: Provide high-level technical support to end users, both on-site and remotely, for hardware, software, network, and system-related issues. Troubleshoot and resolve complex IT problems promptly.
• System Maintenance & Monitoring: Monitor and maintain critical IT infrastructure (servers, networks, workstations, etc.), ensuring the availability, performance, and security of systems and applications.
• Incident and Problem Management: Lead the investigation and resolution of escalated incidents and technical issues, ensuring root cause analysis is performed and solutions are implemented to prevent recurrence.
• IT System Upgrades & Configuration: Plan and execute system upgrades, installations, and configurations for hardware, software, and network devices, ensuring compatibility and minimal disruption to operations.
Qualifications:
Experience:
• Minimum of 5 years of IT support experience, including 2-3 years in a senior or lead role.
• Strong background in supporting Windows, Mac, and/or Linux environments.
• Hands-on experience with network troubleshooting (TCP/IP, DNS, DHCP, VPN, etc.).
• Experience with cloud services (e.g., Microsoft 365, Google Workspace, AWS, etc.) and virtualization technologies (e.g., VMware, Hyper-V).
• Experience with ticketing systems (e.g., ServiceNow, JIRA, FreshService).
• IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Systems Administrator, Cisco CCNA) are preferred.