Technology Support Group Technician in London

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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, incidents and 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, Microsoft Teams and remote support tools.
• Log, triage, categorise, prioritise and resolve incidents and requests within agreed service levels, escalating where appropriate and maintaining clear ticket updates.
• Support Windows laptop and desktop builds, standard software installation, device preparation, peripheral configuration and remote working setup.
• Assist with joiner, mover and leaver workflows, including account readiness, hardware provisioning, access requests, equipment return and status updates.
• Maintain accurate hardware asset and stockroom records in ServiceNow, supporting alignment with Intune device information and lifecycle state updates.
• Support Microsoft 365 services including Outlook, Teams, SharePoint, OneDrive and Microsoft 365 apps, including troubleshooting, configuration and user guidance.
• Assist with identity and access-related issues including Active Directory, Entra ID/Azure AD, SSO, MFA, VPN and application access troubleshooting.
• Support approved business applications and SaaS tools, liaising with application owners and resolver groups when deeper investigation is needed.
• Contribute to knowledge articles, support documentation, SOPs and 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, shared inboxes and collaboration channels to ensure timely response and ownership of support activity.
• Use ServiceNow to record all work, update affected users, document troubleshooting steps and maintain a reliable audit trail.
• Support request fulfilment for hardware, software, access, Teams-related requests and other IT services published through the support portal.
• Assist with ticket cleanup, reclassification, backlog reduction and accurate closure notes where applicable.
• Support knowledge management by identifying recurring issues and converting repeat fixes into clear user-facing or analyst-facing guidance.
• Escalate incidents to infrastructure, endpoint, security, applications, procurement or regional teams with clear 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, mobile devices and peripherals in line with company standards.
• Support Intune enrolment, compliance checks, Company Portal deployments, Windows updates and standard build readiness.
• Maintain asset assignment, stockroom, serial number and lifecycle information in ServiceNow, ensuring device records are accurate and traceable.
• Assist with hardware requests, procurement updates, vendor follow-up, delivery tracking and allocation of equipment to users.
• Support return, refresh, repair and secure disposal processes by ensuring ticket, asset and evidence records are complete.
• Help prevent duplicate or inaccurate hardware records by following agreed asset tagging, serial number and ServiceNow/Intune alignment practices.

Applications, collaboration and communications support

• Troubleshoot Outlook profile, mailbox, calendar, Teams, SharePoint, OneDrive and Microsoft 365 application issues.
• Support Teams collaboration requests, including internal collaboration queries and external communication requests that require approval through the correct process.
• Assist users with business application access, login, MFA, SSO and workflow issues, escalating to application owners where needed.
• Support meeting room, AV, VoIP/Teams Voice and peripheral issues, coordinating with vendors or infrastructure teams when necessary.
• Provide clear end-user guidance for common tools and processes, using simple language and approved documentation.

Security, compliance and governance

• Follow least-privilege and approved-access principles for all account, application and collaboration requests.
• Support MFA, VPN, endpoint encryption, device compliance and approved remote access processes.
• Escalate suspected phishing, suspicious Teams activity, DLP issues, malware alerts or unauthorised access concerns to Information Security.
• Handle company, client and 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, service desk or technical support role, preferably in a business or enterprise environment.
• Strong customer service, communication and ownership skills, with the ability to remain organised under pressure.
• Hands-on experience supporting Windows 10/11 laptops and desktops, Microsoft 365 applications and common business productivity tools.
• Working knowledge of Active Directory, Entra ID/Azure AD concepts, user accounts, groups, permissions, MFA and SSO troubleshooting.
• Experience using ServiceNow or a comparable ITSM platform to manage incidents, service requests, approvals and knowledge articles.
• Understanding of endpoint management concepts such as Intune, Autopilot, device compliance, Company Portal and BitLocker.
• Good troubleshooting knowledge of networking basics including TCP/IP, DNS, DHCP, VPN, Wi-Fi and 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, asset and knowledge management.
• Experience supporting Teams Voice, meeting room technology, AV equipment or 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, returns or disposal activities.
• Familiarity with business applications such as Maestro, Salesforce, ZenQMS or other Marken operational systems.

Behavioural expectations

• Customer focused: communicates clearly, sets realistic expectations and keeps users informed.
• Accountable: owns tickets through to resolution or clear handover, rather than passing issues on without context.
• Collaborative: works constructively with regional IT, application, infrastructure, security and procurement teams.
• Detail oriented: records accurate ticket notes, asset information and troubleshooting outcomes.
• Security aware: follows policy, protects information and identifies risks early.
• Improvement minded: identifies recurring issues, suggests process improvements and contributes to documentation.

Employee Type: Permanent. UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.