Senior Tech Support Engineer

Alcumus • Cardiff, Wales, United Kingdom • Posted June 07, 2026

Location Cardiff, Wales

Job Type Full Time

Category Media and Communication Workers

Posted June 07, 2026

 
  What that means day to day 
 Providing 3rd line technical support to 800+ users, answering support queries via phone, email and face-to-face while maintaining a high degree of customer service in line with ITIL best practices 
 Provide escalation support to the 1st and 2nd line support team
 Logging calls into our ticket management system, taking ownership of user problems and being proactive when dealing with their issues 
 Supporting company hardware and software 
 Allocating more complex calls to the relevant teams where appropriate 
 Logging incidents with our external 3rd party service providers 
 Aiming to respond and resolve 95% of incidents within the SLA 
 Support in the delivery of tech support projects
 Carry out regular checking of backups, infrastructure, security measures and systems
 Assisting in updating the Technology knowledge bank and supporting knowledge sh...
            

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