Job Description

We are looking to recruit a 1st Line ICT Technician to join our tight-knit team at Morgan LaRoche where you'll tackle fresh challenges, share ideas in a supportive environment and build a broad, in-depth skillset to support our staff and clients.

Job Type: Full-time and permanent

Salary: Dependent upon experience (reviewed annually)

Monday to Friday (8:30am - 5:30pm including 1-hour unpaid lunch break)

Work Location: Swansea - In person

Typical Tasks:

Answering phone calls and emails from users.

Assisting users with login issues, software installations, and hardware problems.

Providing remote support using our solution.

Key responsibilities:

Issue Resolution:

Resolving simple technical issues and queries, such as resetting passwords, troubleshooting connectivity problems, and installing basic software.

Customer Interaction:

Providing friendly and helpful support to users via telephone, email or via our ticketing system and gathering information about their problems.

Problem Escalation:

Identifying and escalating complex issues to the appropriate members of the IT support team.

Knowledge Management:

Utilizing knowledge base articles, troubleshooting guides, and internal systems to quickly resolve issues.

Documentation and Logging:

Accurately logging incidents, tracking progress, and documenting resolutions.

Essential Skills:

Customer Service:

Strong communication, empathy, and the ability to build a strong rapport with users.

Technical Skills:

Basic understanding of computer hardware, software, and network concepts.

Problem-Solving:

Ability to analyse issues, identify root causes, and implement solutions.

Analytical Skills:

Ability to quickly assess a situation, gather information, and prioritise tasks.

Communication Skills:

Excellent verbal and written communication skills, including active listening and clear explanation of technical concepts. Escalating complex issues as and when required. Keeping detailed records of incidents and their resolutions.

Essential Qualifications:

5 GCSEs at grades 9 to 4 (A to C), including English and Maths

or

A BTEC Level 3 Diploma (or its equivalent) in Information Technology

Desirable Experience:

Previously worked for an MSP.

Knowledge of Kaseya and its products.

Microsoft 365 experience.

Windows Server Experience (2019 - 2025).

Knowledge of Hyper-V and Virtualisation Technologies.

We are seeking a candidate who not only meets the current requirements but is also motivated to build a long-term career with us--someone who is eager to contribute to the growth and future direction of our team as we continue to evolve together.

Additionally, the successful applicant must possess a valid driving licence with no endorsements, as they may be required to use a company vehicle during working hours.

We offer:

A competitive salary

33 days holiday leave

Bereavement leave

Company events

Company pension

Cycle to work scheme

Enhanced maternity leave

Free on-site parking

Free eye tests

Paid time off for cancer screening

Health & wellbeing programme

Life insurance

Free on-site parking

Private medical insurance

Health cash plan

Enhanced Sick pay

If you are interested in this position, please email your CV along with a covering letter to our Human Resources Department at

hr@morganlaroche.com

Please be aware that we reserve the right to close this vacancy early should sufficient applications be received.

All positions are subject to satisfactory Disclosure and Barring Service checks.

Job Type: Full-time

Benefits:

Company events Company pension Cycle to work scheme Employee discount Health & wellbeing programme Life insurance On-site parking Private medical insurance Sick pay
Schedule:

Monday to Friday
Work Location: In person

Application deadline: 30/06/2025
Reference ID: ICT-TECH/MLR