Senior IT Support Technician

We are looking for an experienced and customer-focused Senior IT Support Technician to join our IT team in Ross-on-Wye.

This is an excellent opportunity for an experienced IT Support professional who enjoys solving technical problems, taking ownership of issues and sharing their knowledge with others.

As a key member of the IT team, you will act as the primary escalation point for our Level 1 Service Desk colleagues, providing technical expertise across Windows 11, Microsoft 365, Microsoft Intune, Entra ID, Active Directory and endpoint management.

Alongside resolving escalated incidents and requests, you will play an important role in supporting our wider business, mentoring colleagues and contributing to IT projects and technology rollouts across the organisation.

Key Responsibilities:

• Acting as the primary escalation point for Level 1 Service Desk incidents and requests
• Troubleshooting and resolving hardware, software, networking and user issues
• Supporting Windows 11 desktops and laptops
• Administering Microsoft 365, including Outlook, Teams, OneDrive, SharePoint and Office
• Managing Microsoft Intune, including device enrolment, compliance and application deployment
• Deploying, rebuilding and maintaining endpoint devices
• Supporting endpoint security, antivirus and patching technologies
• Administering user accounts through Entra ID and Active Directory
• Supporting Group Policy administration
• Maintaining accurate IT asset records and technical documentation
• Providing support to remote sites and users
• Assisting with IT projects, system implementations and technology rollouts
• Mentoring and supporting Level 1 Service Desk colleagues
• Sharing technical knowledge and best practice across the team
• Supporting Service Desk triage duties when required
• Taking ownership of technical issues through to resolution

Person Specifications:

• At least 3 years’ experience within an IT Service Desk or Desktop Support environment, ideally handling Level 2 or escalated technical issues 
• Hands-on experience with Windows 11, Microsoft 365, Intune, Entra ID/Azure AD, Active Directory and Group Policy 
• Experience with endpoint security, device deployment/rebuilds, ticketing systems and SLAs 
• Strong troubleshooting and problem-solving skills, with the ability to take ownership of issues through to resolution 
• Excellent communication and customer service skills 
• A collaborative approach, with experience supporting or mentoring junior colleagues 
• Strong organisation and prioritisation skills, with the ability to adapt to changing business needs

Qualifications

• GCSEs in English and Mathematics, or equivalent
• Microsoft certifications would be advantageous
• CompTIA A+ and/or Network+ would be advantageous
• ITIL Foundation would be advantageous

Salary & Benefits: 

• Between £28,000 to £32,000 per annum 
• 33 days holiday (including bank holidays)
• Enhanced maternity & paternity pay
• Company pension, life insurance (3x salary) & sick pay
• Health cash plan & medical cashback
• Annual leave buy & sell scheme
• Ongoing training & development
• Cycle to Work, Green Vehicle & Home/Tech schemes
• High street discounts & long service awards

We are part of Igne Group Limited, a synergetic amalgamation of six companies with over 350 years of combined experience, providing a one-stop-shop for pre- and post-construction services. Igne’s six service categories are: geo-environmental, unexploded ordnance risk mitigation, ground investigation, construction materials testing, drilling specialists, and geothermal energy solutions.

We are a Disability Confident Employer, and signatories of the Armed Forces Covenant. We recruit talented individuals who care about making a positive difference. We want colleagues to bring their whole selves to work, so equality, diversity and inclusion (EDI) are central to our culture and success. We also want all colleagues to thrive, which is why we have trained mental health first aiders across the organisation who are available to support employees whenever needed.

Igne is unable to offer visa sponsorship for this position. All applicants must have the right to work in the UK at the time of application.