Our client, one of the UK's fastest-growing technology companies, is looking for a Senior Technician to join their Guernsey team on a permanent, hybrid basis. Recognised as a Top 8 Technology Company at the British Business Awards 2026, a Deloitte Best Managed Company, and featured in the Sunday Times Hundred in both 2025 and 2026, they hold Microsoft Solutions Partner status across all six designations and are a certified B Corp — focused on managed IT, cyber security, cloud, and AI solutions for mid-market businesses.

The Role

As a Senior Technician, you will be responsible for delivering high-quality 2nd line support, maintaining strong client communication, and ensuring tickets are progressed efficiently in line with agreed service standards. The role requires proactive ticket ownership, escalation management, operational discipline, and personal performance. You will work independently on complex Level 2 issues, act as a first escalation point for Technicians, and support colleagues through coaching and mentoring.

Responsibilities

Communicate regularly, clearly, and transparently with clients on issues, faults, and ticket progress
Use appropriate communication methods to resolve issues and keep clients updated, including frequent telephone use
Ensure tickets are updated when work or investigation has started and continue to be updated through to completion
Take ownership of delegated and allocated tickets, ensuring statuses and updates are accurate
Raise risks with line manager promptly where SLAs may be breached or tickets may become stale
Handle complex Level 2 tickets independently and act as first escalation point for Technicians
Escalate to 3rd line only where appropriate and in line with policy and procedure
Provide proactive backup to call answering when Technicians are unavailable
Support junior staff through coaching, mentoring, and training
Adhere to departmental SOPs and contribute to their creation and review
Actively participate in team discussions and identify recurring challenges or improvement opportunities
Maintain consistently strong customer feedback and minimise complaints
Undertake a proactive role in own development and training

Requirements

Several years experience in an IT support role at a minimum Level 1+ capacity
Evidence of personal development
Category B Driving licence
Knowledge of Microsoft 365, Azure, Active Directory, Intune, MS Office, Windows 11, and security fundamentals (anti-virus, phishing, IP spoofing)
Excellent troubleshooting skills
Excellent interpersonal and customer service skills
Strong administrative and time management skills

Benefits

Competitive salary
Pension scheme
Medical scheme
Generous holiday entitlement
On-site company gym
Mileage allowances for business travel
Health and well-being activities and company socials
Professional development with support towards qualifications and training