2nd Line IT Support Technician

As an IT Support Technician, you will play a pivotal role in project delivery and technical support. You’ll work closely with the IT Project & Support Team Lead, supporting the implementation of new systems and infrastructure while also acting as a second- and third-line escalation point for technical issues. Your responsibilities will include: - Supporting and leading IT projects as directed by the IT Project & Support Team Lead, IT Manager, or Head of IT. - Collaborating with operational and project teams to deliver IT solutions. - Assisting in the implementation and management of IT infrastructure and data security standards. - Providing second- and third-line technical support via phone, ticketing system, or on-site assistance. - Acting as an escalation point for complex technical issues. - Training and mentoring junior team members and recommending formal training where appropriate. - Monitoring workloads and proactively managing KPIs and targets. - Identifying and raising issues within support systems and policies. - Maintaining and reviewing information systems in line with departmental guidelines. - Managing hardware setup, software installation, and system configuration. - Traveling to other sites or data centers as required (valid UK driving licence is essential).