Duty Technician

Duty TechnicianIBM 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 roleAs 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 responsibilitiesMonitor 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 ..... full job details .....