Job Description

A growing IT and cyber security provider is looking for a Senior Technician in Guernsey who would be delivering high-quality 2nd line support and acting as a key escalation point within a client-focused technical team.

This is a fantastic opportunity for an experienced IT support professional to take ownership of complex Level 2 issues, mentor junior colleagues, and play a visible role in maintaining service excellence, improving processes, and supporting a wide range of clients across modern Microsoft environments.

Responsibilities include:

• Providing high-quality 2nd line support, taking ownership of complex technical issues and ensuring tickets are progressed accurately and efficiently through to resolution.
• Acting as a first escalation point for junior technicians, offering coaching, mentoring, and hands-on support where needed.
• Maintaining strong communication with clients, providing timely updates, managing expectations, and ensuring a professional service throughout the support lifecycle.
• Contributing to continuous improvement by identifying recurring issues, updating procedures, and supporting operational discipline across the team.

This role would suit someone who is technically strong, highly organised, and confident dealing with clients in a calm and professional way. You’ll need excellent troubleshooting ability, strong time management, and a proactive approach to ticket ownership and escalation. I

This is an excellent opportunity if you enjoy solving complex problems, supporting others, and combining hands-on support with continuous improvement. Apply today with your latest CV or contact Sofi on 01481 714634 or email info@firstcall.co.gg for more information.