Senior IT Technician

TN5 7JR
, England TN5 7JR
, United Kingdom

Full-time Permanent Mid-level Senior

Posted 25 Sep 2026

Role Description

Department: Technical Delivery / Managed Services

Reports to: Technical Delivery Manager for project delivery, onboarding, integrations, technical handovers and delivery standards. Also works closely with the Helpdesk Manager for escalations, advanced support, service transition and recurring technical issues.

Work pattern: Hybrid, 3 days per week from the office (during probation full-time from the office)

Driving licence: Required

Role Purpose

The Senior Technician is responsible for delivering advanced technical work across client onboarding, projects, platform integrations, migrations and escalated support issues. The role ensures client environments are assessed, documented, standardised, secured and transitioned effectively into Cen Com’s managed support model.

The role is accountable for technical delivery quality, risk identification, client communication, escalation handling, documentation and successful handover into support. It is not a day-to-day helpdesk management role, but it does provide senior technical guidance, mentoring and escalation support to technicians.

Working Pattern and Core Systems

• Working hours:
  
  Monday to Friday, 08:30 to 17:30, with a one-hour unpaid break normally taken between 12:00 and 14:00, subject to operational and project requirements.
• Core systems:
  Microsoft Dynamics 365 for customer, case, project and service records; N-able for monitoring, remote management, alerting and support visibility.
• Other systems:
  Microsoft 365 administration portals, Entra, Intune, Defender, Exchange, SharePoint, Teams, client infrastructure systems, vendor portals, documentation systems and approved project communication channels.
• Operational focus:
  Client site visits, project work, onboarding activity, technical audits, escalated issue resolution and coordination with third parties.

Key Responsibilities

• Deliver technical project, onboarding, migration and integration work to agreed scope, quality and timescale.
• Assess client environments, identify technical risks, document findings and recommend practical mitigation steps.
• Lead or support platform integrations across Microsoft 365, Entra, Intune, Defender, N-able, networking, endpoint management, VoIP, backup and client infrastructure.
• Act as a senior escalation point for complex helpdesk issues requiring deeper technical investigation or cross-platform understanding.
• Communicate technical risks, blockers, scope concerns and mitigation options clearly to the Technical Delivery Manager, Helpdesk Manager, clients and relevant internal stakeholders.
• Ensure escalated issues are investigated logically, evidenced properly and progressed to resolution, workaround or clear next action.
• Produce accurate technical documentation, onboarding records, project notes, configuration details, risk notes and handover information.
• Support project handover into the helpdesk so support teams understand client context, known risks, systems, access routes and support procedures.
• Identify recurring technical issues, weak controls, incomplete onboarding items and avoidable service risks.
• Provide technical guidance and mentoring to technicians while maintaining ownership of assigned delivery and escalation outcomes.
• Follow Cen Com security, change, access control, data protection, remote support and documentation processes at all times.
• KPI and Performance Expectations
• Project delivery:
  Assigned project, onboarding and integration tasks are completed to agreed scope, quality and timescale.
• Risk identification:
  Technical risks, security weaknesses, unsupported systems, missing controls and service-impacting issues are identified early and documented clearly.
• Risk communication:
  Risks, blockers, scope concerns and potential client impact are communicated promptly to the correct internal and client stakeholders.
• Risk mitigation:
  Practical mitigation steps, workarounds, recommendations or escalation routes are proposed and followed through.
• Escalation quality:
  Escalated issues include clear evidence, diagnostic steps, impact, urgency, suspected cause and recommended next action.
• Resolution quality:
  Complex issues are resolved or progressed without unnecessary delay, repeat work or avoidable re-escalation.
• Documentation quality:
  Dynamics 365 records, technical notes, configurations, handover documents and knowledge articles are accurate, complete and useful.
• Handover quality:
  Project and…