Senior IT Technician

TL;DR

Senior IT Technician: Providing advanced platform and service enablement support to improve reliability, efficiency, and scalability of IT services with an accent on incident/change/problem handling, automation, and continuous operational improvement. Focus on root-cause analysis, eliminating repeat issues, and maintaining operational platforms, tools, and integrations while coordinating with internal teams and third-party vendors.

Location: Hybrid (Richmond, North Yorkshire (DL10), United Kingdom)

Company

hirify.global provides consulting and operational support for biotech, medical device, and pharmaceutical organizations across the product lifecycle.

What you will do

• Serve as a senior escalation point for complex operational and service-related issues.
• Support service delivery activities including incident, change, and problem handling.
• Analyse recurring incidents and operational issues to identify root causes and preventative actions.
• Identify, design, and implement automation opportunities for repetitive tasks and operational workflows.
• Support and maintain operational platforms, tools, and integrations that enable efficient service delivery.
• Create and maintain documentation, runbooks, and knowledge articles to support scalable operations.

Requirements

• Strong understanding of IT service delivery and operational best practices in a tool-agnostic environment.
• Experience contributing to automation and optimisation initiatives within IT operations.
• Ability to analyse operational data and translate insights into actionable improvements.
• Minimum 4–5 years of experience in IT support, service operations, or systems-related roles, including incident/change/problem activities.
• ITIL Foundation certification required; advanced ITIL certifications are a plus.
• Excellent written and verbal communication skills and ability to work effectively with technical and non-technical stakeholders.

Culture & Benefits

• Hybrid working model with office collaboration in Richmond, North Yorkshire (DL10).
• Remote working is supported, with encouragement for new hires within a reasonably short commute to work hybrid as agreed with the manager.
• Documentation and runbooks are emphasized to enable scalable operations.
• Diversity, equity, and inclusion commitment; employees are encouraged to be authentic and collaborative.