IT Support Technician

Everything they do is guided by five core values:

• Customers First – Every decision starts with the customer.
• Bring the Fun – Passion and enjoyment drive success.
• Always Evolving – Stay curious, adaptable and open to change.
• Better Together – Collaboration creates better outcomes.
• Do What's Right – Act with integrity, fairness and accountability.

• →Deliver Tier 2 IT support across global offices, owning issues from first contact through to resolution and root cause analysis. Escalate to Tier 3 only where necessary.
• →Act as the primary IT contact for your assigned region, managing support requests via Jira Service Management, phone and email while keeping users informed throughout the ticket lifecycle.
• →Troubleshoot and resolve hardware, software, endpoint, peripheral and Microsoft application issues, while providing onsite support for printers, meeting room AV, IoT devices and physical infrastructure where required.
• →Manage the complete onboarding, offboarding and employee lifecycle process, including account provisioning, device deployment, access management and asset updates, while identifying opportunities to improve existing processes.
• →Deploy and configure Windows devices using Windows Autopilot and pre-provisioning.
• →Administer Microsoft 365, Entra ID and Intune, including user lifecycle management, licensing, conditional access, MFA, compliance policies, application deployment, patching and BitLocker recovery.
• →Maintain accurate IT asset records and lifecycle management within the ITSM platform.
• →Coordinate hardware procurement, warranty repairs and vendor management through to completion.
• →Create and maintain clear, accurate documentation and knowledge base articles within Confluence.
• →Support security operations by enforcing company policies, assisting with phishing investigations, endpoint isolation and evidence collection.
• →Research, evaluate and implement new technologies that improve systems, processes and the end-user experience.
• →Take ownership of technical issues from investigation through to implementation, driving improvements rather than waiting for direction.
• →Meet agreed SLA and OLA targets while proactively communicating progress and risks.
• →Invest in your own professional development through ongoing learning, certifications and knowledge sharing.

• Around 2 years' experience in a Level 2 IT Support role with clear progression towards Level 3 responsibilities.
• Strong hands-on Microsoft 365 administration experience, including Exchange Online, SharePoint, Teams, licensing, user lifecycle management and Microsoft Defender for Endpoint.
• Proven experience administering Microsoft Entra ID, including user and group management, dynamic groups, MFA, conditional access, identity lifecycle management and licensing.
• Hands-on experience with Microsoft Intune, including device enrolment, compliance policies, application deployment, patching and Windows Autopilot.
• Strong experience installing, imaging and troubleshooting Windows 10/11 devices.
• Good understanding of networking fundamentals including DNS, DHCP, IP and VPN, with the ability to troubleshoot methodically before escalating.
• Exceptional attention to detail and a commitment to producing accurate documentation and following processes consistently.
• Excellent written and verbal English communication skills.
• Strong organisational skills with the ability to manage multiple priorities and work independently.
• A proactive mindset with a proven ability to take ownership, identify improvements and deliver solutions from start to finish.
• A genuine interest in new technologies and continuous learning.

• Microsoft AZ-900 (Azure Fundamentals) is expected.
• MD-102 (Endpoint Administrator) is highly desirable.
• Additional Microsoft certifications are viewed positively.
• CCNA, CompTIA Network+ or CompTIA Security+ are advantageous but not essential.

Experience with any of the following would be beneficial:

• Atlassian Jira Service Management
• Confluence
• Azure DevOps
• Microsoft Azure
• Windows Autopilot
• Microsoft Defender for Endpoint
• SharePoint
• Exchange Online
• Proofpoint
• CrowdStrike
• Google Workspace
• Onsite technologies including printers, IoT devices, meeting room AV and keycard/access control systems.

You don't need experience across every technology listed, but exposure to several demonstrates the breadth of experience we're looking for.