Deliver Tier 1-2 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
Requirements
Around 2 years' experience in a Level 1 IT Support role with clear progression towards Level 2 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
Certifications 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.