Senior It Technician

Description:

The Premier League IT Department is seeking a Senior IT Technician with strong second-line and third-line support experience to join its Service Desk team. The role involves providing advanced ICT support to both the Premier League and PGMO (Professional Game Match Officials), ensuring efficient IT operations and high service quality standards. This is a career opportunity for an experienced IT professional with strong technical troubleshooting skills, leadership qualities, and a commitment to service excellence.

The Senior IT Technician will act as an escalation point for complex issues, lead incident management, and play a key role in improving IT processes and documentation. In addition to technical responsibilities, the role also involves mentoring and guiding junior IT technicians to ensure best practices are maintained.

Key Responsibilities:

• Provide advanced troubleshooting and resolution of complex IT issues.

• Act as an escalation point for technical problems unresolved by junior IT staff.

• Lead critical incident management, ensuring timely resolution and clear communication with stakeholders.

• Perform root cause analysis for recurring technical issues and propose long-term solutions.

• Assist Service Desk leadership with recruitment of IT staff.

• Identify and implement process improvements to enhance IT service desk efficiency.

• Create, maintain, and approve technical documentation, SOPs, and knowledge base articles.

• Ensure high quality of service delivery and adherence to service standards.

• Mentor, train, and guide junior IT technicians while managing day-to-day IT support duties.

Requirements:

• Proven experience in a technical IT support role, with 2nd and 3rd line support expertise.

• Strong background in desktop support, including Windows 11 environments.

• In-depth knowledge of Office 365 administration and the Microsoft Office Suite.

• Strong technical skills in Active Directory, Intune, and Azure.

• Experience troubleshooting both hardware and software issues.

• Strong communication skills and the ability to engage with staff to resolve IT concerns effectively.

• Proven problem-solving ability and resilience under pressure.

• Process-driven, detail-oriented, and highly organized approach to IT support.

• Ability to work independently while proactively managing workload.

• Flexible and adaptable to changing work schedules.

Additional Information:
The Premier League is committed to safeguarding and applies robust recruitment procedures to ensure the suitability of candidates, particularly for roles involving work with children or vulnerable adults. Adjustments are available throughout the recruitment process for applicants with disabilities or special requirements.