IT Infrastructure Support Technician

Location: Stoke-On-Trent (with responsibility for group-wide IT support)

Reporting to: IT Support Manager

About Us

BSW Group, part of Binderholz - Europe’s leading timber processing operation, is the UK’s largest forestry and timber business. With a turnover exceeding £900m and over 3,000 employees, we are a fast-growing, multi-site operation committed to sustainability and excellence.

We believe in growing our people as much as our trees, offering opportunities to develop skills and contribute to a greener future. As part of our IT team, you’ll play a vital role in supporting our operations and driving innovation across the business. If you’re passionate about IT and want to grow your career with a forward-thinking company, we’d love to hear from you!

Your Role

Based at our Stoke-on-Trent site, you’ll play a pivotal role in providing IT support across all our group sites. As an IT Infrastructure Support Technician, you will assist system users with computer support and IT maintenance - from the initial customer request through to final resolution. You’ll troubleshoot and resolve issues relating to hardware, networking, operating systems, and applications while effectively communicating technical advice to non-technical audiences.

Key Responsibilities

• Deliver 1st line technical support by monitoring and prioritising user requests via the IT helpdesk system, ensuring tickets are assigned, resolved, and closed within SLAs.
• Provide IT support across all group sites, including troubleshooting and resolving software and hardware issues.
• Respond to system alerts and escalate issues when necessary.
• Monitor and maintain backup systems across the business.
• Assist in the installation and configuration of new servers, networking infrastructure, and other IT equipment at various locations.
• Configure and maintain computers, tablets, and mobile phones for users across the group.
• Manage and configure telephony systems.
• Provide support for Office 365 applications.
• Collaborate with the broader IT team, including Infrastructure, Software, and Security teams, to deliver comprehensive support.
  
  

What We’re Looking For

• To succeed in this role, you’ll need a strong background in IT support and the ability to work across multiple sites in a fast-paced environment.
  
  

Essential Skills and Experience:

• Strong knowledge of Windows 7, 10, and 11 operating systems, including installation, configuration, and troubleshooting.
• Hands-on experience with Microsoft Office 365 support.
• Excellent communication and problem-solving skills, with the ability to explain technical issues to non-technical audiences.
• A full UK driving licence and flexibility to travel to group sites as required.
  
  

Desirable Skills (Training Provided):

• Experience with Windows Server, including Active Directory.
• Familiarity with Linux, VMware, and backup systems.
  
  

Why Join Us?

At BSW Group, we’re committed to helping our people grow alongside our business. We offer:

• The role comes with a competitive pay and benefits package
• Discounted rates on BSW products, including Woodfuel Direct.
• Access to an employee benefits portal with exclusive deals and discounts on high street brands, utilities, dining, and more.
• Confidential 24/7 wellbeing support.
• Cycle to Work Scheme.
• Funded learning and development opportunities to support your career growth.
• A company-provided life assurance policy.
  
  

BSW Group is the largest timber and forestry business in the UK, with operating divisions spanning the whole supply chain, from tree nurseries and woodland management to sawmilling and pallets.

We market 35 million saplings annually through the country’s leading commercial tree nursery, have planted a billion trees through Tilhill Forestry, supply sustainable timber products to an array of industries as BSW Timber, and manufacture millions of pallets a year as Scott Pallets. We work to keep industry moving and aim to be the most technically advanced timber business in the country.

BSW operates as a collection of experts - an interconnected circle, where everyone and everything works together, allowing the business to constantly innovate as our people thrive.

With an ethos to use everything and waste nothing, we leverage technology and cutting-edge practices to supply the diverse demands of the UK, helping to build sustainable worlds.