Duty Technician Full Time NEW

Job content

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 due to security clearance requirements.
• 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.

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.