IT Support Technician

The IT Support Technician will report to the Director of Information Technology, and will support users both at global head office in Central London and in our operating businesses across the UK.

The role will be instrumental in ensuring that users benefit from the highest standards of service, including with regards to information security, system availability and change management.

Our current core tech stack consists of MS365 + Azure AD, XX XX XX XX XX, Airtable, Zoom (+ Zoom Phone), Slack and Salesforce and we support user access to Google Workspace together with various other line of business products.

Prior experience administering Azure Active Directory tenancies would be particularly valuable, together with exposure to deployment and maintenance of security tools such as endpoint management and anti-virus.

We support both Windows and Mac devices and our users access our services both on corporate machines and BYOD. We are 100% cloud native with no on-premises systems.

Specific tasks will include:

• First line support for users both in person and via support channels. Resolve or escalate issues

• Hardware setup and configuration, patching and upgrades

• Support audio-visual / conference room equipment and printers

• Monitoring and maintaining local networking equipment such as access points, firewalls etc

• Responsible for maintenance and upkeep of our backup Infrastructure, including laptops and relevant server(s) and other designated cloud backup locations.

• Provide timely report to senior management on progress of dedicated tasks, or on-going activities.

• Configuration and monitoring of core systems

• Administration for IT processes such as:

• Support ticketing

• Equipment inventories

• Hardware purchases, repairs and disposals

• Joiner-Mover-Leaver process

• Managing license count

• Assisting with change projects such as data migration, office reconfiguration and platform or service changes

Detail and precision in aspects of approach to tasks

Ability to prioritise conflicting workflows

Team player, ability to communicate effectively with non-technical users and senior management

Excellent presentation and time keeping

Experience

3 years experience in equivalent setting

Microsoft Office 2019+ support essential

Mac (iOS) support exposure desirable

Exposure to endpoint device management systems desirable S Azure support essential

Good documentation and analytical skills, with a passion for end-user satisfaction.

Evidence of commitment to training and knowledge