IT Support Technician (Chepstow)

TXO Group Chepstow, United Kingdom IT Hybrid

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Company Description

Founded in 2005, TXO is the global full-circle technology lifecycle partner, helping industries optimise, manage, deploy, and resell technology.

Our vision is to make technology more sustainable, reducing costs, minimising waste, and maximising impact. We support organisations worldwide in improving efficiency, controlling costs, and meeting environmental goals.

By applying circular economy principles, EOSL support, and responsible asset recovery, we extend the life of infrastructure while lowering both commercial and environmental impact. Through urban mining and asset recovery, we help reduce reliance on raw materials, driving performance, profit, and purpose.

We operate globally with key hubs in the UK, USA, Sweden, France, Germany, Australia, Japan, and Brazil, and backed by TowerBrook Delta, we’re accelerating the shift to a smarter, more sustainable network ecosystem.

Join us and help transform technology for a more sustainable future.

Position

Reporting to the Group IT Services Manager, this exciting role is responsible for first line support across TXO Group. You will be first point of contact for IT related issues across the Group. You will manage support tickets through the Group’s ticketing system and will keep users and customers updated with information throughout the course of an incident.

After appropriate training, you will also resolve incidents and support requests. These requests will be both internal users and external customers. You will demonstrate good interpersonal skills and have the desire and ability to foster strong working relationships both internally with technical teams and office staff and, also with our customers and clients.

Due to the nature of the business some out of hour’s work might be required. Additional duties may be required as the position evolves.

Specific Responsibilities

• The following outlines the primary areas of responsibility. Additional responsibilities or functions may be required as necessary to support the business.
• Follow all companies Policies and Procedures including but not limited to Quality, Health and Safety, Environment and Information Security.
• Monthly visits to TXO UK sites
• The role is also expected to perform any reasonable requests which are not defined but in the ability of the individual.
• First point of contact for support tickets across the Group.
• Logging of support tickets, both internal and customer facing. Allocating tickets to the relevant team members.
• Actively monitor Group managed networks (internal).
• Respond to and log all incidents and other network events.
• Manage incidents through to resolution.
• Monthly internal and external reporting.

Evolving Responsibilities

• Support of internal users with IT issues, including Hardware issues with desktop, laptop, printers, and mobile devices.
• Group bespoke applications (training provided).
• Laptop and desktop computer installations including liaising with other staff members to complete builds
• Mobile phone installations and MDM management.
• Windows Server Administration.
• User & groups Administration, (Active Directory, Microsoft 365).
• Group Policy Administration.
• AD Security.
• Administration of PRTG.
• Backup administration.
• Creating and updating IT Documentation.
• Contribute to Group operational processes and ensure they are followed for incident management.

Requirements

About You

• Enjoy a fast paced, a high-change environment and don’t rely on structure / hierarchy to get things done.
• Challenger mindset, always looking to drive improvement.
• Enthused by our business – you like what you’ve seen of TXO, and you’re motivated by the journey we’re looking to go on in the coming few years.
• Excellent verbal and written communication skills.
• Ability to problem solve and take the initiative.
• You must be willing to hold and retain full MOD SC and Police Clearance.
• Cover IT Team in case of absence.
• Must always be an ambassador for the Company.
• Detail oriented and conscientiously follow defined processes.
• Prepared to challenge to improve processes.
• Should be able to gain the respect and trust of colleagues and customers alike.
• Must be able to represent the interests of both the Customer and the Company in a fair, equitable and robust manner.

Experience (Essential)

• 2 years previous experience of working in an IT Support role, including remote support.
• Experience of working with IT Ticketing systems
• Experience of Windows Server, AD, Group Policy and NTFS.
• Experience of Microsoft 365, Entra ID
• Experience of Windows 10, and Windows 11
• Android and Apple iPhone devices
• Understanding of IP networking.
• Experience of Firewalls, Site-to-Site and Remote VPN.
• Full Driving Licence required.

Experience (Desired)

• IT certifications such as CompTIA A+, CompTIA N+ or Microsoft certifications (MTA Level).
• Exposure to Sage 1000, Sage X3, or similar ERP system.
• Exposure to SQL, such as basic queries.
• Previous work experience of administration and use of network monitoring software, such as PRTG
• Exposure to Veeam Backup and Replication.
• Exposure to VMware and vCenter.
• Understanding of ISO27001 and Cyber Essentials principals.

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