IT Support Technician in Castle Cary

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere.

We are looking for an IT Support Technician to join Cencora's international IT Support team, based at our MWI UK Castle Cary office. You will be the first point of contact for day-to-day technical support on-site in Castle Cary and will also support users across Cencora's international user community. This role is well suited to a 1st Line Support professional ready for the next step, who can work independently, take initiative, and troubleshoot effectively.

Location: Castle Cary, Somerset (MWI Office)

Working Pattern: 40 hours per week, Monday-Friday (Office Hours) - This role requires 4 days per week in the office with 1 day remotely.

Key Responsibilities:

• Provides first point of contact and day-to-day technical support (on-site and remote).
• Responds to Level 1 and Level 2 support requests, aiming for successful first-call resolution.
• Diagnoses issues by gathering relevant information and evaluating multiple options.
• Owns incidents through to closure, escalating to Level 3 where appropriate.
• Logs, tracks, and documents incidents, status, and resolutions within the ticketing system.
• Provides user access services and assists customers with recovery issues.
• Communicates and coordinates with internal teams and stakeholders, including the wider international IT Support team.
• Creates, maintains, and improves documentation including knowledge articles, job aids, quick tips, FAQs, scripts, and checklists.
• Identifies recurring issues and proposes service and lean improvements to improve queue time, reduce abandoned contacts, and increase first-contact resolution.
• Provides clear, courteous, efficient support and on-the-spot guidance to customers when needed.
• Facilitates learning and knowledge sharing sessions with internal teams.

Skills and Requirements:

• Relevant qualification (e.g., HND/HNC, Degree, or technical certification in IT/Computer Science) or equivalent hands-on experience.
• At least 2 years' experience in an IT Support / Service Desk role (Level 1–2).
• Confident troubleshooting and diagnostic ability across hardware, software, and end-user issues.
• Strong customer service focus with clear, professional communication in English (written and spoken).
• Comfortable working independently and taking ownership (as the on-site IT presence in Castle Cary).
• Experience supporting both Windows and macOS in an end-user environment.
• Working knowledge of Active Directory (e.g., user accounts, security groups, basic administration).
• Good working knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, etc.).
• Solid understanding of networking basics and connectivity troubleshooting (Wi-Fi, VPN, DNS, etc.).
• Experience with Intune and Azure.
• Jamf experience desirable (Mac device management).

What Cencora offers: Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.