Act as the first point of contact for IT support across the UK and Ireland, delivering a high-quality, responsive user experience
Provide Tier 1 support for hardware, software, and network-related issues via Jira Service Management
Troubleshoot and resolve issues across desktops, laptops, and mobile devices
Set up and onboard new employees, including device imaging, configuration, and deployment
Manage user accounts and access in Active Directory and Microsoft 365 (user provisioning, password resets, mailbox setup)
Monitor system performance and escalate trends or recurring issues to senior IT team members
Maintain clear and accurate IT documentation, including knowledge base articles and asset tracking
Support adherence to internal IT security and compliance standards
Partner closely with the US IT team to ensure consistent global support coverage

~1+ year of experience in an IT support, service desk, or helpdesk role in an employee-facing environment
Strong foundational IT knowledge (operating systems, basic networking, end-user support)
Demonstrated customer service mindset with excellent communication and problem-solving skills
Hands-on experience with:
Windows 10/11 and Microsoft Office 365
Active Directory and Microsoft 365 administration
Ticketing systems (preferably Jira or Jira Service Management)
Basic understanding of networking concepts (IP addressing, DNS, DHCP)
Comfortable working independently while collaborating with a distributed, global team
Strong organisational skills and attention to detail

Nice to have:

Junior Network Administrator

Key skills