Provide Level 1 and Level 2 IT support to end users at the Winnersh site, including incident resolution and request management
Log, categorise, prioritise, and resolve incidents and service requests using the approved ITSM tool, ensuring SLA adherence
Deliver day-to-day on-site IT support for office users, systems, and devices
Install, configure, and maintain operating systems, applications, and hardware
Manage desktop devices, printers, servers, and IT assets (hardware, software, licenses)
Administer Active Directory, user access, and permissions in line with security policies
Support and monitor server infrastructure, virtualization (VMware), and network systems
Ensure system availability, security, backups, patching, and firmware updates
Coordinate with external vendors and internal IT teams for issue resolution and IT projects
Document procedures, provide user guidance, and support knowledge transfer
Contribute to IT improvement initiatives and local/global IT projects
Maintain accurate asset and configuration records in line with Service Asset and Configuration Management
Act as the local IT and infrastructure point of contact for the Winnersh/UK office
Coordinate with central IT, infrastructure, and IT teams on, security, and service delivery matters, adhering to corporate requirements
Work with third-party suppliers in line with ITIL Supplier Management, including vendors supporting virtualization platforms and infrastructure services
Escalate complex or high-impact incidents while retaining ownership through resolution
Requirements
2–5 years of relevant enterprise IT support and systems administration experience
Strong knowledge of Windows operating systems
Exposure to Microsoft 365 or equivalent enterprise platforms is advantageous
Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, Wi-Fi) including network hardware installation and commissioning
Experience working with ITSM tools in an ITIL-based environment
Windows & Linux environments
Active Directory & user management
Hands-on experience with virtualization technologies (e.g. VMware vSphere, Microsoft Hyper-V, or equivalent)
Hands-on experience with PGP encryption technologies (e.g. GnuPG, Symantec PGP, or equivalent)
Familiarity with endpoint security, patch management, and backup solutions
Any working knowledge of ISO/IEC 27001, particularly controls related to access control, cryptography, and system security
Hardware & software lifecycle management
Firewall knowledge (advantage)
Tech Stack
DNS
ITSM
Linux
TCP/IP
VMware
Benefits
Professional IT qualification or equivalent practical experience
Baseline Security Clearance (or eligibility to obtain)