IT Technician

- Provide friendly, high-quality IT support to colleagues across Head Office and care sites - Own and resolve 1st and 2nd line IT support tickets, ensuring timely fixes and a positive user experience - Travel to sites to resolve incidents that cannot be fixed remotely - Act as the primary day-to-day point of contact between CWC Group and the third-party IT Managed Service Provider (MSP) - Log, track and manage escalations to the MSP, ensuring clear ownership, timely updates, and resolution within agreed SLAs - Set up and support new starters and leavers, including device provisioning, account creation/closure, access changes, and asset handover - Work alongside the MSP to support and troubleshoot Microsoft 365 and Windows environments - Diagnose and resolve 1st and 2nd line networking issues, escalating where appropriate - Work with the MSP to maintain an accurate IT asset register and site inventories - Work within agreed SLAs and priorities, ensuring appropriate change management and clear communication to stakeholders - Contribute to IT projects and deployments, including migrations, upgrades, and rollouts of new systems - Act as a key IT contact within the Group, providing proactive guidance and documenting solutions and known issues - Collaborate with colleagues and leadership to improve processes, knowledge articles, and IT tooling