Senior IT Operations Technician

Senior IT Operations Technician Join us as Senior IT Operations Technician: deliver second-line support, empower users, and drive continuous improvement in a collaborative IT team. ABOUT THE DEPARTMENT The IT Department provides tailored solutions and support to the BESA Group and to their external customers. Our software solutions range from: Desktop applications Web applications and services We are committed to continuous improvement and delivering commercially effective solutions that meet our customers' evolving needs. ABOUT THE ROLE In this role, you will deliver second-line support to end users on the IT Service Desk, ensuring quick and effective resolution of technical issues. You will demonstrate accountability and agility in prioritising and resolving technical problems, while showing care and customer empathy to create a positive user experience. With a focus on continuous improvement, you will look for ways to enhance support processes and ensure solutions are commercially aware and aligned with business needs. We operate a hybrid working model once training is complete. This role requires office attendance on Tuesday, Wednesday and Thursday, with the option to work from home on Monday and Friday. Key Duties Provide 2nd-line helpdesk support with accountability, ensuring all IT Service Desk calls are answered, logged, and prioritised effectively in line with business needs. Deliver 2nd tier support for routine service requests across the BESA Group, showing care and customer empathy by resolving incidents promptly and within agreed SLAs. Work collaboratively with third-party suppliers and partners to escalate and resolve more complex issues, demonstrating agility and a focus on providing a seamless service experience. Supporting hardware refresh programme by replacing legacy laptops with new devices, assisting users through the transition process, and ensuring the asset register remains accurate and up to date. Take ownership of continuous improvement, identifying opportunities to enhance helpdesk processes and support delivery, while ensuring solutions are commercially aware and add value to the business. Provide a high standard of customer service, ensuring clear communication with users and regular updates on progress. Drive service improvement initiatives within the IT Operations team to enhance efficiency and user satisfaction. Support the Head of IT Services with additional tasks and strategic initiatives as required. ABOUT YOU Skills, Knowledge & Experience Essential Proven experience delivering 2nd line IT support in a fast-paced environment Strong Microsoft 365 knowledge (Exchange, Teams, SharePoint, Entra ID) and wider IT systems experience Hands-on experience supporting Windows 11, including device build, configuration and deployment Experience managing joiners, movers and leavers (JML) processes and user access Strong troubleshooting skills, with a structured approach to diagnosing and resolving issues Experience using ITSM tools and managing tickets in line with SLAs Ability to prioritise workload and manage multiple tasks effectively Strong customer focus, with clear communication skills for non-technical users Proactive approach to continuous improvement and service delivery Ability to quickly understand systems and processes and make an impact Relevant certifications (e.g. CompTIA A+, ITIL Foundation) or equivalent experience Desirable Experience supporting hardware refresh or laptop rollout programmes Experience working with third-party suppliers or managed service providers Exposure to Microsoft server environments Experience creating technical documentation or knowledge base content Closing Date: 16th August 2026 Interview Process Stage 1: Talent Screening Call (25th or 26th August 2026) An introductory call to discuss your experience, curiosity, and interest in the role. Stage 2: In-Person Interview (2nd or 3rd September 2026) An opportunity to meet with the management team and explore your skills, experience, and suitability for the role in more detail. Don’t meet every single requirement? At BESA, we are committed to building a diverse and inclusive workplace. If you're enthusiastic about this role but your experience doesn't match every requirement perfectly, we encourage you to apply anyway. You might be exactly the candidate we're looking for! We encourage early applications, as we may close the vacancy once we receive a strong pool of candidates! Department IT Locations Old Mansion House, Penrith, CA10 2BX Remote status Hybrid Employment type Full-time Old Mansion House, Penrith, CA10 2BX About BESA For Better Buildings For more than 120 years, BESA (The Building Engineering Services Association) has been driving excellence so everyone can expect and experience better buildings, and better buildings support better lives. We were formerly known as the Heating and Ventilating Contractors’ Association (HVCA). As a trade body and membership organisation, we’re here to help our members and their customers deliver or specify better building engineering services and a better built environment. Interested? Check out our website at www.thebesa.com !