IT Support Technician

Role Overview

• 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.

Tech Stack

• Azure
• DNS
• IoT
• ITSM

Benefits

• Health insurance
• Professional development opportunities