IT Support Specialist

We are seeking a proactive and skilled IT Support Specialist to provide first-line technical support and ensure the smooth operation of our IT infrastructure. This role is integral to delivering high-quality support to clients and internal teams, ensuring systems run efficiently and securely.

The successful candidate will troubleshoot hardware and software issues, assist in deploying IT solutions, and contribute to maintaining robust cybersecurity measures. This role is based in Swansea but allows for flexibility with some remote work.

• Provide first-line technical support for hardware, software, and network issues.
• Diagnose, troubleshoot, and resolve IT problems via phone, email, or in person.
• Install, configure, and maintain IT equipment (laptops, desktops, mobile devices, servers).
• Support cybersecurity initiatives by implementing security protocols and updates.
• Assist in system backups, data recovery, and routine maintenance tasks.
• Document issues and resolutions in a ticketing system to track performance.
• Escalate complex issues to senior technical staff when necessary.
• Ensure timely delivery of IT support services to meet client SLAs.
• Participate in IT projects, including system upgrades and network improvements.

• Proven experience in an IT support or helpdesk role.
• Strong knowledge of Windows and Mac operating systems.
• Familiarity with networking concepts (TCP/IP, DNS, VPNs).
• Basic understanding of cybersecurity best practices.
• Excellent problem-solving and communication skills.
• Ability to prioritise tasks and work independently.

• Certifications such as CompTIA A+, Microsoft 365 Certified.
• Experience with cloud platforms (Microsoft 365, Google Workspace).
• Familiarity with remote support tools (e.g., TeamViewer, AnyDesk).
• Experience supporting VoIP systems and network devices.
• Knowledge of cybersecurity frameworks (Cyber Essentials, ISO 27001).