Deliver 1st and 2nd line IT support for regional office users across endpoints, SaaS platforms, collaboration tools, and local infrastructure, ensuring high-quality service and SLA alignment.
Act as the local IT representative, managing walk-ups, deskside support, onboarding/offboarding, office technology, and vendor coordination (e.g., ISPs, AV, facilities).
Triage, prioritise, and resolve tickets logged via JSM/Jira, Slack, phone, email, and face-to-face, ensuring accurate categorisation, clear documentation, and timely escalation of complex 3rd line issues to cloud or vendor teams.
Administer and maintain standard operating environments (SOE) including Intune/Jamf policies, OS deployments, software packaging, and change/release management.
Monitor endpoint and infrastructure performance using dashboards/alerts, escalating issues as needed, and recommending improvements to standards, hardware, and policies.
Develop and maintain knowledge articles and user guidance to improve first-contact resolution and reduce repeat incidents.
Implement process improvements and automation (e.g., PowerShell, Bash, workflows) to reduce manual effort and improve service quality.
Support local infrastructure projects and global initiatives, acting as the onsite lead for deployments, relocations, or upgrades in collaboration with global IT teams.
Champion IT security best practice in daily support, including secure configuration, identity and access management, and escalation of potential risks.
Mentor and guide IT Support Engineers, building capability within the team and ensuring adherence to global standards and processes
Requirements
Proficient in ticketing systems (JSM/Jira) with SLA awareness, escalation discipline, and strong documentation habits.
Hands-on experience with endpoint & device support (Windows, macOS, mobile, peripherals, docking stations).
Knowledge of OS & software support, including Microsoft 365, Ubunto, MacOS, Zoom, antivirus, and SaaS apps.
Strong knowledge of network fundamentals (Wi-Fi, VPN, DNS, DHCP, LAN/WAN) and practical troubleshooting.
Proficient in MDM tools (Intune, Jamf) for device management, policy enforcement, compliance, and deployment.