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Information Technology Support Technician

Information Technology Support Technician

On site

Cardiff, United kingdom

£ 20 /hour

Freelance

04-12-2025

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Skills

Communication Adaptability Swift ServiceNow Problem-solving Customer Service Gap Analysis Windows Azure Windows 10 Active Directory

Job Specifications

We’re looking for a proactive and customer-focused Support Technician to join our fast-paced FLR (First Line Response) team. Supporting an international customer base, you’ll play a key role in delivering high-quality technical assistance, managing tickets efficiently, and ensuring an exceptional service experience for all end users.

If you excel in troubleshooting, love problem-solving, and deliver outstanding customer service, we’d love to hear from you.

What You’ll Be Doing

Manage and monitor ticket queues, ensuring all customer requests are handled promptly.
Triage, route, and troubleshoot inbound support tickets to achieve swift, effective resolutions.
Provide technical support across business software applications, including Microsoft Office.
Administer user account provisioning and access control.
Log calls, provide basic technical support, and proactively follow up on open tickets.
Own and manage tickets throughout their lifecycle in line with the ITIL framework.
Deliver clear, timely updates to customers via phone and email.
Perform capability gap analysis and contribute to continual service improvements.
Ensure all work is completed within defined SLAs to maintain high service standards.
Collaborate effectively with the wider FLR and technical teams.

Role Scope

You’ll support an international customer base and operate in a dynamic environment that requires adaptability, strong communication, and excellent customer service skills.

What You’ll Bring

Proven knowledge of computer systems, hardware, and software fundamentals.
Strong support skills across Microsoft products, including:
Windows 10 (deployment & support)
Office 365 (user & group management)
Active Directory (user account creation, distribution/security groups)
Ability to configure devices such as printers and other peripherals within Windows OS.
Basic understanding of Azure services.
Experience with device OS installation, re-imaging, and cross-platform troubleshooting (ping, traceroute, etc.).
Familiarity with ITIL best practices and tools such as ServiceNow.
Excellent customer service, call handling, and communication skills.
Strong incident management and hardware/software troubleshooting capabilities.

About the Company

Specialists in talent provision and consulting focusing on enterprise Cloud, Virtualisation, Automation and IT Infrastructure positions globally. We pride ourselves on our ability to understand a clients environment and requirements that in turn enables us to deliver a fast reliable consulting practice. Transparent costs, flexible contract arrangements and a reliable partner that your business can rely on. Know more