ICT Support Technician in Wales, Wrexham

Salary: Circa £25,000

Location: Office-based in Rossett

Reporting to: Head of ICT

Closing date: 19 July 2026

Reference: ICTST/JULY/2026

Directorate: Chief executive's office

Purpose of role: Provide first-line helpdesk/desktop/network support for all the staff based at head office, the countries and English regions including staff working from home.

Key accountabilities and responsibilities:

• Provide high quality technical ICT support as a first point of contact for head office, regional, home and remote staff, as well as visitors using BASC ICT devices and equipment.
• Provide efficient and effective hardware, software and network support across the association, including the setup, configuration and installation of laptops, docking stations, tablets, printers, copiers, mobile devices and peripherals.
• Ensure telephone calls, emails and support requests received through the ICT Helpdesk are accurately logged, investigated, prioritised, actioned, or escalated through the Helpdesk system in a timely and effective manner.
• Escalate more complex or in-depth technical support issues to the ICT support engineer, ICT infrastructure manager or other appropriate team members, ensuring issues are followed through to completion.
• As directed by the ICT infrastructure manager, liaise with suppliers and assist in the procurement, maintenance and management of ICT hardware, software and licences and peripherals.
• Assist in the installation, setup, documentation and support of company-provided mobile devices including connectivity and authentication to Microsoft 365 services.
• Assist in the administration of the cloud based mobile device management system, including application approval, application rollout and regular iOS updates of mobile devices and tablets.
• Provide routine administration, maintenance and support of ethernet & Wi-Fi networks, including cable port and patching management, basic troubleshooting and escalation of onsite and remote connectivity issues where required.
• Provide user support of the cloud-based telephony systems, including basic troubleshooting, user guidance and escalation to suppliers or senior ICT staff where appropriate.
• Provide first-line support for system issues relating to the CRM systems and escalate to third-party support providers or internal system owners as required.
• Undertake routine administration of active directory including Microsoft 365, user accounts, email distribution groups, account unlocking, password resets and related user access tasks.
• Support the administration of BASC SharePoint areas, particularly the ICT Team sections, including document uploads, while working with the web team where required.
• Assist and train staff in the correct use of the audio/video conferencing systems and provide support for meeting room setup requests.
• Support the reliable and secure operation of ICT and communications systems across the association, escalating risks, incidents or recurring issues to the ICT infrastructure manager or head of ICT as appropriate.
• Assist with the production and maintenance of technical documentation, user guides, training materials, support policies, procedures or process documents, ensuring these are understood, followed and kept up to date.
• Assist with ICT audits, information gathering and production of reports as required.
• Assist with the maintenance of the helpdesk system and ensure the ICT asset inventory for hardware and software is accurate and kept up to date.
• Assist with the delivery of technical elements of ICT project tasks under the direction of the ICT infrastructure manager.
• Ensure all loan equipment requested by staff is serviceable, recorded and returned through the helpdesk system, and safely stored when not in use.
• Assist with office desk moves, staff relocations and movement of ICT equipment, including ICT-related support for DSE requests where required.
• Assist with the secure disposal of redundant ICT hardware in accordance with organisational procedures, data protection requirements and applicable regulations.
• Ensure the communications rooms, ICT equipment and storage areas are kept secure, tidy and appropriately stocked with available spares.
• Provide ICT induction training for new staff in accordance with the HR induction process and agreed ICT guidance.

Experience:

• At least 5 GCSE passes or equivalent including Maths and English.
• An accepted industry qualification e.g., Microsoft, Cisco, CompTIA, ITIL – or if not held, be willing to undertake.
• Proven track record of providing first-line service desk support with network and server experience.
• Experience of Microsoft Windows client including autopilot laptop builds and rebuild, virtual server setups and support.
• Proven user support experience of Microsoft 365 business suite (Office, Teams including Telephony, SharePoint, CoPilot).
• Knowledge of cloud-based security and management systems e.g., Mimecast, Microsoft Defender, Cisco Meraki, Microsoft Intune, Microsoft Sentinel / Purview would be beneficial.
• Experience of communicating to internal customers at all levels and abilities while understanding their ICT requirements.
• Experience of delivering excellent customer service in an ICT setting.
• Minimum 2 years’ experience in ICT support role.

Essential skills, knowledge and achievements:

• Knowledge of relevant ICT hardware, including networks and support.
• Willingness to undertake further training to ensure ICT skills remain contemporary.
• Keen eye for detail.
• Professional and friendly approach.
• Able to work on own initiative.
• Collaborates well with others in relation to ICT support requirements.
• Time management, able to prioritise and achieve deadlines.
• Excellent verbal and written communication skills.
• Highly analytical with sound problem solving skills.
• Ability to meet deadlines and prioritise conflicting demands.
• Excellent team player – can do approach.
• Able to work flexibly.