Senior IT Technician, Magor

This role is responsible for supporting and resolving escalated technical tickets, with a focus on networking infrastructure and user support. The post holder will manage and administer network components across cloud and on-premise environments, ensuring secure and reliable connectivity. The role involves working closely with internal teams and outsourced service providers, contributing to IT projects, and maintaining compliance with company standards.

Strong communication, problem‑solving, and planning skills are essential, along with the ability to remain calm under pressure and support continuous improvement.

• Manage and administer the organisation’s networking infrastructure, including cloud and on-premise components.
• Prioritise and resolve escalated support tickets, particularly those related to networking.
• Follow and create change control requests for CAB approval.
• Collaborate with outsourced service providers to ensure effective support and resolution.
• Assist in the delivery of IT projects and attend IT review meetings.
• Provide administrative and technical support to the IT Manager.
• Monitor quality of work and report findings.
• Identify and communicate training needs where appropriate.
• Ensure compliance with company standards and procedures.

• Previous experience in IT helpdesk or technical support roles with a focus on networking.
• Strong understanding of routing, switching, and enterprise networking principles.
• Familiarity with ISO
  27001, SOC 2 and secure network practices.
• Experience supporting Microsoft Azure networking and hybrid environments.
• Ability to communicate technical issues clearly and effectively.
• Strong customer service orientation and problem‑solving skills.

• Experience with switches, firewalls, and wireless access points.
• Microsoft Azure and Microsoft 365 administration.
• SharePoint management and Microsoft Endpoint Manager.
• Backup systems and disaster recovery procedures.
• Software installation, configuration, and support.
• Valid driving licence.

• Resolution time and quality of escalated network‑related tickets.
• Network uptime and performance metrics.
• Accuracy and completeness of change control documentation.
• Effective collaboration with outsourced service providers.
• Contribution to project delivery and IT initiatives.

• Network Support – NTAS – Level 4 – Administers and supports network infrastructure.
• IT Support – ITSP – Level 3‑4 – Resolves technical issues and supports users.
• Incident Management – USUP – Level 4 – Manages and escalates complex support tickets.
• Configuration Management – CFMG – Level 4 – Maintains secure and consistent network configurations.
• System Software – SYSP – Level 3 – Supports operating systems and software environments.
• Customer Service Support – CSMG – Level 3‑4 – Delivers high‑quality service to internal users.
• Problem Management – PBMG – Level 3‑4 – Identifies and resolves recurring technical issues.
• Change Management – CHMG – Level 3‑4 – Supports change control processes and documentation.
• Technical Specialism – TECH – Level 4 – Applies specialist knowledge to networking challenges.
• Information Security – SCTY – Level 3‑4 – Applies secure practices in network administration.

At Indigo, you’ll join an inclusive culture that values diversity, integrity, and merit, empowering you to reach your full potential. We welcome candidates from all backgrounds, especially those underrepresented in our industry, including women, people with disabilities, and LGBTQ+ individuals. As a leader in the telecoms industry, Indigo offers endless opportunities for personal and professional growth in a dynamic market projected to expand from US $1,657.70 billion in 2020 to US $2,395.47 billion by 2027.

With over two decades of experience and a presence in 90+ countries, we specialise in cutting‑edge technologies like Fixed Line, 5G, Edge DC, and Subsea. Recognised as one of the UK’s top‑performing privately‑owned technology companies, we prioritise the well‑being and growth of our employees, fostering a respectful and inclusive atmosphere with over 30 nationalities. Our commitment…