Role Description

Job title: Senior IT Technician

Department: Technical Delivery / Managed Services

Reports to: Technical Delivery Manager for project delivery, onboarding, integrations, technical handovers and delivery standards. Also works closely with the Helpdesk Manager for escalations, advanced support, service transition and recurring technical issues.

Work pattern: Hybrid, 3 days per week from the office (during probation full-time from the office)

Driving licence: Required

Role Purpose

The Senior Technician is responsible for delivering advanced technical work across client onboarding, projects, platform integrations, migrations and escalated support issues. The role ensures client environments are assessed, documented, standardised, secured and transitioned effectively into CenCom’s managed support model.

The role is accountable for technical delivery quality, risk identification, client communication, escalation handling, documentation and successful handover into support. It is not a day-to-day helpdesk management role, but it does provide senior technical guidance, mentoring and escalation support to technicians.

Working Pattern and Core Systems

• Working hours: Monday to Friday, 08:30 to 17:30, with a one-hour unpaid break normally taken between 12:00 and 14:00, subject to operational and project requirements.
• Core systems: Microsoft Dynamics 365 for customer, case, project and service records; N-able for monitoring, remote management, alerting and support visibility.
• Other systems: Microsoft 365 administration portals, Entra, Intune, Defender, Exchange, SharePoint, Teams, client infrastructure systems, vendor portals, documentation systems and approved project communication channels.
• Operational focus: Client site visits, project work, onboarding activity, technical audits, escalated issue resolution and coordination with third parties.

Key Responsibilities

• Deliver technical project, onboarding, migration and integration work to agreed scope, quality and timescale.
• Assess client environments, identify technical risks, document findings and recommend practical mitigation steps.
• Lead or support platform integrations across Microsoft 365, Entra, Intune, Defender, N-able, networking, endpoint management, VoIP, backup and client infrastructure.
• Act as a senior escalation point for complex helpdesk issues requiring deeper technical investigation or cross-platform understanding.
• Communicate technical risks, blockers, scope concerns and mitigation options clearly to the Technical Delivery Manager, Helpdesk Manager, clients and relevant internal stakeholders.
• Ensure escalated issues are investigated logically, evidenced properly and progressed to resolution, workaround or clear next action.
• Produce accurate technical documentation, onboarding records, project notes, configuration details, risk notes and handover information.
• Support project handover into the helpdesk so support teams understand client context, known risks, systems, access routes and support procedures.
• Identify recurring technical issues, weak controls, incomplete onboarding items and avoidable service risks.
• Provide technical guidance and mentoring to technicians while maintaining ownership of assigned delivery and escalation outcomes.
• Follow CenCom security, change, access control, data protection, remote support and documentation processes at all times.
• KPI and Performance Expectations
• Project delivery: Assigned project, onboarding and integration tasks are completed to agreed scope, quality and timescale.
• Risk identification: Technical risks, security weaknesses, unsupported systems, missing controls and service-impacting issues are identified early and documented clearly.
• Risk communication: Risks, blockers, scope concerns and potential client impact are communicated promptly to the correct internal and client stakeholders.
• Risk mitigation: Practical mitigation steps, workarounds, recommendations or escalation routes are proposed and followed through.
• Escalation quality: Escalated issues include clear evidence, diagnostic steps, impact, urgency, suspected cause and recommended next action.
• Resolution quality: Complex issues are resolved or progressed without unnecessary delay, repeat work or avoidable re-escalation.
• Documentation quality: Dynamics 365 records, technical notes, configurations, handover documents and knowledge articles are accurate, complete and useful.
• Handover quality: Project and onboarding work is transitioned into support with clear client context, known risks, access details, system notes and support procedures.
• Platform integration quality: Client systems are integrated into CenCom’s managed platforms in a secure, supportable and standardised way.
• Security and compliance: Technical work follows approved security, least-privilege, access control, change, data protection and remote support processes.
• Client communication: Clients receive clear, professional and timely updates during project work, onboarding activity and escalated issue handling.
• Third-party coordination: Suppliers, vendors, broadband providers, VoIP providers and other third parties are coordinated effectively where required.
• Service improvement: Recurring issues, weak configurations, documentation gaps and supportability problems are identified and raised for improvement.
• Technical guidance: Technicians receive appropriate support, mentoring and reusable knowledge from senior technical work.
• Professional development: The role holder demonstrates continued growth in technical knowledge, project delivery, documentation, communication and risk management.
• Core Competencies
• Advanced troubleshooting across Microsoft 365, Entra, Intune, Defender, Windows, endpoints, networking and client infrastructure.
• Strong understanding of onboarding, migrations, platform integrations, technical audits and service transition.
• Ability to identify, assess, communicate and mitigate technical, operational and security risks.
• Clear written and verbal communication with clients, technicians, management and third parties.
• Accurate documentation, handover writing and knowledge base contribution.
• Sound judgement around impact, urgency, scope, change control, escalation and client risk.
• Ability to work independently on complex technical tasks while keeping stakeholders informed.
• Effective use of Dynamics 365, N-able, Microsoft administration portals and approved documentation systems.
• Security-first approach to access, configuration, monitoring, endpoint management and client data.
• Constructive collaboration with the Technical Delivery Manager, Helpdesk Manager, senior technicians, project staff and wider CenCom team.

Development Expectations

CenCom expects the Senior Technician to continue developing advanced technical, project delivery and risk management skills throughout their career. Development should include Microsoft 365, Entra, Intune, Defender, networking, security, scripting, automation, documentation, project delivery and service transition.

The role holder is expected to share knowledge with the wider technical team through mentoring, documentation, escalation support and practical guidance. Progression should be evidenced through improved delivery quality, stronger risk management, better handovers, fewer repeat issues, clearer communication and increased ability to manage complex technical work.

Operational Requirements

The employee must be eligible to work in the UK and provide relevant supporting documentation. The role may require DBS checks, background screening, client site visits, travel within the UK, and occasional work outside normal hours where agreed for project or client requirements.

The employee must hold and maintain a full UK driving licence, as attending client sites may be an operational requirement. The employee must promptly notify the company of any change that may affect their ability to drive for work purposes.

This role description is not exhaustive and may be reviewed periodically to reflect changes in CenCom’s services, systems, clients, project work, team structure and business requirements.

Our recruitment process

Our process typically has three stages. The first is a technical interview with the hiring manager, which explores your technical capability and your overall fit for the role. This stage may include a technical assessment. The second stage is a conversation with a senior member of the relevant team, joined by a colleague from the Owlis Group management team. The final stage is a quick call with the CTO of the Owlis Group, after which we aim to make an offer.

Any offer of employment is conditional on two satisfactory professional references. Referees must be companies named on your CV, and we will need a professional (work) email address for each. We assess the right to work and DBS checks.

Equal opportunities

The Owlis Group is an equal opportunities employer. We welcome applications from everyone and make recruitment decisions on the basis of skills, experience and potential, regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex or sexual orientation. If you need any adjustments to take part fully in the recruitment process, please let us know, and we will be glad to help.