Senior IT Technician - Bridgend

Job Responsibilities

• Provide expert-level technical support across a wide range of technologies including servers, networks, cloud platforms, and end-user devices.
• Act as a senior escalation point for complex incidents and service requests, ensuring timely and effective resolution.
• Lead root cause analysis and implement long-term solutions to recurring issues.
• Support and manage infrastructure projects such as server migrations, network upgrades, and cloud deployments.
• Maintain and improve internal documentation, processes, and knowledge base articles.
• Deliver on-site support for critical issues and project work as required.
• Collaborate with junior technicians to mentor and support their development.
• Ensure SLAs and KPIs are met consistently, with a focus on customer satisfaction and service quality.