Context
The technology team are an essential part of CAP’s support services, trusted to enable CAP's critical, poverty-busting work for our UK head office, our national network of partner churches and our international operations. Our role is to develop strategic solutions that respond to the changing needs of CAP and seize the opportunities offered by the rapidly evolving technological landscape. Once systems are in use we provide ongoing development and generous support and training of CAP’s head office staff and wider user community.

Purpose
The 2nd Line IT Support Technician serves as a primary escalation point for the IT Service Desk, responsible for investigating and resolving complex technical technical issues that require advanced troubleshooting and subject matter expertise. This role takes ownership of challenging user issues and acts as a technical lead on key systems of the Service Desk, including our computer estate, peripherals, and communication systems. Whilst also maintaining a focus on excellent customer service, this position is crucial for developing the technical knowledge of the 1st Line team and contributing to the overall stability and efficiency of CAP's IT environment.

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