Technology Support Group Technician in Feltham

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**Job Description:**
**Role purpose**
To provide responsive, customer-focused IT support to Marken users across the London/Feltham site and the wider EMEA region. The role supports endpoint devices, Microsoft 365 collaboration tools, ServiceNow-based service management processes, identity and access requests, business applications, asset lifecycle activities, and day-to-day operational incidents within a globally distributed support model.
**Primary responsibilities**
Act as a first point of contact for local and regional IT support requests,incidentsand service requests, using the ServiceNow Employee / IT Support Center as the system of record.
Provide professional support through approved support channels including ServiceNow, phone, email, MicrosoftTeamsand remote support tools.
Log, triage,categorise,prioritiseand resolve incidents and requests within agreed service levels, escalating whereappropriateandmaintainingclear ticket updates.
Support Windows laptop and desktop builds, standard software installation, device preparation, peripheralconfigurationand remote working setup.
Assistwith joiner,moverand leaver workflows, including account readiness, hardware provisioning, access requests, equipment return and status updates.
Maintainaccuratehardware asset and stockroom records in ServiceNow, supporting alignment with Intune device information and lifecycle state updates.
Support Microsoft 365 services including Outlook, Teams, SharePoint,OneDriveand Microsoft 365 apps, including troubleshooting,configurationand user guidance.
Assistwith identity and access-related issues including Active Directory, Entra ID/Azure AD, SSO, MFA,VPNand application access troubleshooting.
Support approved business applications and SaaS tools, liaising with application owners and resolver groups when deeper investigation isrequired.
Contribute toknowledge articles, support documentation,SOPsand process improvement activities to reduce repeat incidents and improve service quality.
Follow Information Security, data protection, change management and access control processes, escalating potential risks or suspicious activity promptly.
Participate in handovers with regional and global IT teams to support continuity across time zones and distributed operations.
**Service management and operational duties**
Monitor assigned queues, sharedinboxesand collaboration channels to ensuretimelyresponse and ownership of support activity.
Use ServiceNow to record all work, update affected users, document troubleshootingstepsandmaintaina reliable audit trail.
Support request fulfilment for hardware, software, access, Teams-relatedrequestsand other IT services published through the support portal.
Assistwith ticket cleanup, reclassification, backlogreductionandaccurateclosure notes whererequired.
Support knowledge management byidentifyingrecurring issues and converting repeat fixes into clear user-facing or analyst-facing guidance.
Escalate incidents to infrastructure, endpoint, security, applications, procurement or regional teams withclear evidence, impact and troubleshooting already completed.
Support change-related activities by following approved change windows, communications and post-change validation steps where assigned.
**Endpoint,** **asset** **and procurement support**
Prepare and configure corporate laptops, desktops, mobiledevicesand peripherals in line with company standards.
Support Intune enrolment, compliance checks, Company Portal deployments, Windowsupdatesand standard build readiness.
Maintain asset assignment, stockroom, serial number and lifecycle information in ServiceNow, ensuring device records are accurate and traceable.
Assistwith hardware requests, procurement updates, vendor follow-up, deliverytrackingand allocation of equipment to users.
Support return, refresh,repairand secure disposal processes by ensuring ticket, asset and evidence records are complete.
Help prevent duplicate or inaccurate hardware records by following agreed asset tagging, serialnumberand ServiceNow/Intune alignment practices.
**Applications,** **collaboration** **and communications support**
Troubleshoot Outlook profile, mailbox, calendar, Teams, SharePoint,OneDriveand Microsoft 365 application issues.
Support Teams collaboration requests, including internal collaboration queries and external communication requests that require approval through the correct process.
Assistusers with business application access, login, MFA, SSO and workflow issues, escalating to application owners where needed.
Support meeting room, AV, VoIP/TeamsVoiceand peripheral issues, coordinating with vendors or infrastructure teams whenrequired.
Provideclear end-user guidance for common tools and processes, using simple language and approved documentation.
**Security,** **compliance** **and governance**
Followleast-privilegeandapproved-accessprinciples for all account,applicationand collaboration requests.
Support MFA, VPN, endpoint encryption, devicecomplianceand approved remote access processes.
Escalate suspected phishing, suspicious Teams activity, DLP issues, malwarealertsorunauthorisedaccess concerns to Information Security.
Handle company,clientand user information responsibly and in line with internal policies and applicable privacy requirements.
Ensure all support actions are documented accurately to support auditability, reporting and service improvement.
**Essential skills and experience**
1 to 2 years of experience in an IT support, servicedeskor technical support role, preferably in a business or enterprise environment.
Strong customer service,communicationand ownership skills, with the ability to remainorganisedunder pressure.
Hands-on experience supporting Windows 10/11 laptops and desktops, Microsoft 365applicationsand common business productivity tools.
Working knowledge of Active Directory, Entra ID/Azure AD concepts, user accounts, groups, permissions,MFAand SSO troubleshooting.
Experience using ServiceNow or a comparable ITSM platform to manage incidents, service requests,approvalsand knowledge articles.
Understanding ofendpoint management concepts such as Intune, Autopilot, device compliance, CompanyPortaland BitLocker.
Good troubleshooting knowledge of networking basics including TCP/IP, DNS, DHCP, VPN,Wi-Fiand common connectivity issues.
Ability to document fixes clearly, follow SOPs and contribute to process improvement.
Fluent written and spoken English.
**Desirable skills**
Exposure to ITIL-based service management practices including incident, request, change,assetand knowledge management.
Experience supporting Teams Voice, meeting room technology, AVequipmentor VoIP services.
Awareness of endpoint security tools, email security controls, DLP, conditional access and secure collaboration practices.
Experience supporting hardware lifecycle processes, procurement, stock management,returnsor disposal activities.
Familiarity with business applications such as Maestro, Salesforce,ZenQMSor other Marken operational systems.
**Behavioural** **expectations**
Customer focused: communicates clearly, sets realisticexpectationsand keeps users informed.
Accountable: owns tickets through to resolution or clear handover, rather than passingissues onwithout context.
Collaborative: works constructively with regional IT, application, infrastructure,securityand procurement teams.
Detail oriented: recordsaccurateticket notes, assetinformationand troubleshooting outcomes.
Security aware: follows policy, protectsinformationandidentifiesrisks early.
Improvement minded:identifiesrecurring issues, suggests processimprovementsand contributes to documentation.
**Employee Type:**
Permanent
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