Key skills
Cyber SecurityJamfMacOSServiceNowGoAIOktaJiraConfluenceCommunication
About this role
Role Overview
- Deliver brilliant, friendly, and efficient IT support to Zopians — in person and remotely.
- Take ownership of your tickets, ensuring SLAs are met and colleagues get the support they need, fast.
- Troubleshoot and resolve issues across Windows, macOS, and mobile devices.
- Use your expertise to support everything from Mac and Windows devices to AV systems, Office 365, and endpoint management tools.
- Carry out proactive checks of meeting room AV equipment and workspace technology, ensuring everything is always ready to go.
- Manage local IT stock (laptops, accessories, peripherals), ensuring availability and alerting the Service Desk Team Lead when supplies need replenishing.
- Provide a first-class onboarding experience for new Zopians
- configuring their equipment and supporting them from day one.
- Collaborate closely with IT teams, InfoSec, and other engineering squads to resolve complex problems and improve tooling.
- Contribute to team initiatives that improve productivity and user experience, exploring how AI and automation can enhance service delivery.
Requirements
- Experience providing IT support in an SME/enterprise service desk environment.
- Customer-first communication — you adapt your style based on who you’re helping.
- Comfortable with prioritising issues based on their impact and urgency.
- Confidence supporting both Windows and Mac users.
- Familiarity with tools such as Microsoft 365, Intune, Okta, Zoom, Jamf, Jira, and Confluence.
- Understanding of ITIL-aligned practices (Incident, Change, Problem) and tools such as Jira, ServiceNow, or Halo.
- Strong communication and customer service skills — able to adapt your approach for technical and non-technical audiences.
- Awareness of cybersecurity principles, remote support techniques, and endpoint management.
- A curious mindset, with an interest in process improvement, automation, and AI.
Tech Stack
- Cyber Security
- Jamf
- MacOS
- ServiceNow
Benefits
- Work in a modern, diverse tech environment where your ideas matter.
- Collaborate with teams across IT, InfoSec and Platform Engineering — and learn from them.
- Take part in regular development opportunities and build your career path within IT Services.
- Join a supportive, social, and impact-driven team that values outcomes, not egos.
- Be heard — we love improvement ideas and welcome your input.