Senior IT Technician

Duties and Responsibilities IT Support and Incident Management • Provide second and third-line support for desktop, laptop, mobile, network, and business application issues. • Diagnose and resolve complex incidents and service requests within agreed service level targets. • Perform advanced troubleshooting and root cause analysis of recurring technical issues. • Escalate major incidents where appropriate and assist in restoring normal service operations. • Support Service Desk teams with the resolution of complex or high-impact incidents. End-User Support and Enablement • Deliver professional desktop support services to end users across the business. • Conduct onboarding and orientation sessions for new employees regarding company technology platforms and services. • Provide individual user training and guidance on Microsoft 365 and other supported technologies. • Offer recommendations and guidance on effective use of available technology solutions. • Ensure exceptional customer service and a positive user experience. Infrastructure and Systems Support • Support and maintain Microsoft Windows operating systems, Microsoft 365 services, Active Directory, and networking technologies. • Provide support for: • Microsoft Exchange Online • Microsoft Teams • SharePoint Online • OneDrive for Business • LAN, WAN, VPN and Wi-Fi environments • Video conferencing platforms • Printers and peripheral devices • iOS and Android mobile devices Asset and Configuration Management • Maintain accurate inventory records of hardware, software, technology assets, and licenses. • Ensure assets are deployed, tracked, and maintained according to company standards. • Assist with hardware refreshes, installations, upgrades, and relocations. Continuous Improvement • Analyse incident trends and documented resolutions to identify opportunities for service improvement. • Alert management to emerging issues, risks, and recurring operational trends. • Identify opportunities to improve system reliability, service efficiency, and user satisfaction. • Promote IT service management best practices and adherence to standard operating procedures. Documentation and Knowledge Management • Create and maintain technical documentation, support procedures, and knowledge base articles. • Document solutions, workarounds, and lessons learned to improve support efficiency. • Ensure documentation remains current and aligned with operational processes. Project Participation • Participate in IT infrastructure, technology refresh, and digital transformation initiatives. • Support project implementation activities, testing, deployment, and post-implementation support. • Collaborate with internal teams and vendors to ensure successful delivery of technology projects.