Duty Technician

New Yesterday

Duty Technician

IBM is seeking four Duty Technicians to join a close-knit technical support team in Hursley, supporting a critical national infrastructure project. This is a hands-on role focused on monitoring, proactive maintenance, incident response, and ensuring smooth day-to-day service delivery across a complex technical environment.

About the role

As a Duty Technician, you will play a key part in maintaining the availability and performance of business-critical systems. You will monitor system status, respond to alerts and incidents, manage your own call queue, and provide timely updates to users and internal stakeholders. The role also involves escalating issues where needed, supporting hardware and software fixes, and working closely with wider technical teams to resolve problems efficiently.

Key responsibilities

Monitor system status and respond to alerts, incidents, and service requests.

Manage a personal call queue and ensure cases are progressed and closed in a timely manner.

Provide clear updates and maintain strong customer communication throughout the lifecycle of an issue.

Resolve issues ranging from simple password resets through to more complex server-related queries.

Escalate incidents to 3rd Line teams when required.

Work collaboratively with internal technical delivery, development, and project teams.

Perform software builds and rebuilds on PCs and laptops.

Diagnose and fix hardware faults, including installing upgrades to client hardware.

Carry out proactive maintenance to help prevent service disruption.

Essential skills and experience

Minimum of 5 years unbroken UK residency.

Experience handling technical support incidents, requests, and changes.

Strong call queue management and incident resolution skills.

Ability to work under pressure in a fast-paced support environment.

Excellent customer service skills.

Experience working as part of a skilled technical team.

Confident troubleshooting across hardware, software, and server-related issues.

Ability to escalate and communicate issues effectively with 3rd Line and other specialist teams.

Desirable skills

Excellent written and verbal communication skills.

Project details

Location: Hursley

Remote working: No

Clearance requirement: Minimum 5 years UK residency

Start date: ASAP

Duration: 1 year

Team size: 4

Project: Crossing the Border

Type of project: Monitoring and IT support for Critical National Infrastructure

JRSS: Technical Support Professional - AMS

Technologies and environment

You'll be working in a diverse technical environment that includes tools and platforms such as Java, Python, Jenkins, Docker, Kubernetes, Prometheus, Kibana, Dynatrace, Postgres, Tomcat, Kafka, Elastic Stack, Spring Boot, and more. The wider stack also includes legacy and modern components, so adaptability and a willingness to learn will be important.

What we're looking for

We're looking for someone practical, organised, and technically confident, with a proactive approach to support and a strong focus on service quality. If you enjoy solving problems, working as part of a small specialist team, and supporting critical systems, this could be a great opportunity
Apply
Location:
Winchester
Salary:
£35,000 - £41,000 /annum
Job Type:
FullTime
Category:
IT

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