IT Support Technician

Our client is an independent Exploration and Production company operating in the oil and gas sector with the recruitment of an IT Support Technician to be based onsite in their central London office.

The Role

Our Client is recruiting for an IT Support Technician to provide first- and second-line technical support to internal users across the organisation. Reporting to the Head of ICT, this role is responsible for troubleshooting hardware, software, and network issues, ensuring high levels of customer satisfaction and systems availability. The technician will also play a key role in maintaining IT assets, supporting onboarding/offboarding, and contributing to continuous service improvement. Additionally, the technician will monitor and maintain computer equipment, systems, and networks for the London headquarters to ensure continuity of service. They will be responsible for troubleshooting and solving system and network issues quickly and effectively, making informed recommendations on IT equipment and systems. This role serves as the first point of contact for all staff regarding IT-related matters and acts as the key liaison with external IT service providers and suppliers. The position also supports Exploration & Production (E&P) data management tasks, including organising data sets, loading data, managing transmittals, and assisting with the organisation of content in virtual data rooms.

Key Responsibilities

• First Line Support: Support the London office with day-to-day IT requirements and issues relating to PCs; software; communications equipment; meeting room equipment; printing equipment etc.
• Planning and undertaking scheduled maintenance upgrades.
• Setting up accounts and authorised access for new staff or contractors; providing them with an IT briefing as part of the wider onboarding process; ensure timely and complete shutdown of access for exiting staff or contractors.
• Management of user access rights: adding or removing access to company data or systems once approved by the relevant Data or System Owner.
• Assist staff in the use of key office applications (e.g. Word, Excel, PowerPoint) and collaboration tools (e.g. Outlook, Teams, SharePoint), etc.
• Procurement of IT equipment; orders; standards etc.
• Technical liaison with office moves; ensuring all equipment is set up and ready for use.
• Liaison with office management on IT and communication related issues.
• Support the drawing up of IT policies, procedures, cyber-security programmes and awareness activities; and general IT standards.
• Administering user awareness training and one-to-one coaching.
• Coordinate and elevate issues or change requests to third part hosted service providers (e.g. Finance systems, industry‑specific systems, etc.)
• Management of application licenses required for key systems: installation, activation, renewals, etc.
• Support the technical and exploration teams with technical and data management support.
• Second Line Support: Act as escalation point for complex incidents unresolved by first-line support, providing in-depth technical investigation and resolution across hardware, software, operating systems, and network-related issues.
• Perform structured root cause analysis (RCA) for recurring or high-impact incidents, documenting findings and corrective actions to prevent reoccurrence.
• Diagnose and resolve advanced issues related to Microsoft 365 services, including Exchange Online, Teams, OneDrive, SharePoint, and identity/access management.
• Support endpoint management activities such as device provisioning, configuration, patching, encryption, and compliance enforcement using centrally managed tools.
• Provide second-line support for local and wide‑area network issues, including Wi‑Fi connectivity, VPN access, firewall rule requests, and performance troubleshooting, working closely with external service providers where required.
• Assist with server, storage, backup, and monitoring platforms, including fault investigation, alert handling, and restoration activities under defined procedures.
• Support meeting room and AV systems at a deeper technical level, including configuration, firmware updates, and integration with collaboration platforms.

Key Requirements

• Detailed knowledge of Windows and macOS environments; use and administration of Office 365 tools (EOL/Outlook, Teams, SharePoint, OneDrive).
• Excellent problem‑solving skills.
• Solid understanding and experience of supporting local and wide area networks, as well as office wifi services: troubleshooting problems, coordination and escalation with the network management service provider, managing cable patching for the office network, etc.
• Strong desire to increase technical knowledge as required.
• Excellent communications and customer service skills, ability to build good relationships internally and externally.
• Ideally some E & P technical data management experience.
• Highly organised with the ability to work under pressure and occasionally out of hours.
• Ability to work with minimal supervision.
• Tact and discretion in the handling of confidential information.