KEY RESPONSIBILITIES

IT Support & Service Desk

– Provide first-line technical support to users across hardware, software, network, and account-related issues.

– Log, manage, update, and resolve incidents and service requests through the IT service desk.

– Troubleshoot Windows and macOS laptops and desktops.

– Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.

– Assist users with password resets, account access, MFA, and authentication issues.

– Escalate complex technical issues to senior IT team members when required.

– Keep users informed of the status and progress of their support requests.

– Ensure tickets are accurately documented and resolved within agreed service levels.

User & Device Administration

– Assist with new starter onboarding, including preparing laptops, accounts, applications, and equipment.

– Support employee leaver processes, including account disabling and equipment recovery.

– Assist with user and group administration within Microsoft Entra ID.

– Support the deployment and management of laptops and mobile devices through MDM solutions such as Microsoft Intune.

– Install, configure, update, and maintain approved software.

– Maintain accurate records of IT equipment and company assets.

– Assist with laptop builds, replacements, repairs, and equipment upgrades.

Microsoft 365 & Cloud Services

– Provide day-to-day support for Microsoft 365.

– Assist with Microsoft Entra ID user administration.

– Support SharePoint and OneDrive access and permissions.

– Assist with Microsoft Teams administration and troubleshooting.

– Support basic licensing and application access requests.

– Develop knowledge of Microsoft Azure and other cloud services used by the organisation.

IT Infrastructure

– Assist with troubleshooting office network, Wi-Fi, printer, meeting-room, and connectivity issues.

– Support the maintenance of office IT equipment and infrastructure.

– Perform basic network troubleshooting, including IP, DNS, DHCP, Wi-Fi, and connectivity checks.

– Assist senior engineers with infrastructure changes, upgrades, and IT projects.

– Monitor systems and report potential issues to senior members of the IT team.

Information Security

– Follow company IT and Information Security policies and procedures.

– Assist with security-related activities, including device compliance, patching, antivirus, and endpoint protection.

– Identify and escalate suspicious emails, security incidents, or unusual system behaviour.

– Support access control and least-privilege principles.

– Assist with security awareness activities where required.

– Develop an understanding of cybersecurity best practices and frameworks such as ISO 27001.

Documentation & Administration

– Create and maintain IT documentation, knowledge-base articles, and user guides.

– Maintain accurate asset, software, and licensing records.

– Document troubleshooting steps and resolutions within service desk tickets.

– Assist with IT audits and evidence collection when required.

– Follow established IT change management and operational procedures.

SKILLS & EXPERIENCE

Essential

– Strong interest in IT, technology, and cybersecurity.

– Basic understanding of Windows operating systems.

– Basic knowledge of Microsoft 365.

– Good troubleshooting and problem-solving skills.

– Good written and verbal communication skills.

– Ability to communicate technical information clearly to non-technical users.

– Strong customer-service approach.

– Good organisational and time-management skills.

– Ability to follow technical procedures and instructions.

– Willingness to learn new technologies and develop technical skills.

– Ability to work effectively as part of a team.

Desirable

Experience or knowledge in any of the following would be beneficial but is not essential:

– Microsoft Entra ID / Active Directory.

– Microsoft Intune or another MDM platform.

– Microsoft Azure.

– SharePoint and OneDrive.

– IT service management or ticketing systems such as Jira Service Management.

– Networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, and Wi-Fi.

– Windows and macOS device management.

– Endpoint security and antivirus technologies.

– IT asset management.

– Cybersecurity fundamentals.

– ISO 27001 or other information security frameworks.

QUALIFICATIONS

One or more of the following would be advantageous but is not essential:

– IT-related degree, diploma, apprenticeship, or equivalent qualification.

– CompTIA A+.

– CompTIA Network+.

– CompTIA Security+.

– Microsoft Fundamentals certifications such as MS-900, AZ-900, or SC-900.

Candidates without formal qualifications will also be considered where they can demonstrate a strong interest in technology and a willingness to learn.

PERSONAL ATTRIBUTES

The successful candidate will:

– Be enthusiastic about developing a career in IT.

– Take ownership of assigned tasks and support tickets.

– Have a professional and approachable attitude.

– Be comfortable asking questions and learning from more experienced colleagues.

– Have strong attention to detail.

– Be dependable and able to follow established processes.

– Remain calm and professional when dealing with technical problems.

– Be proactive in developing their technical knowledge.

– Understand the importance of confidentiality and information security.

DEVELOPMENT OPPORTUNITIES

This role is designed to provide a strong foundation for progression within IT. The successful candidate will receive exposure to areas including:

– Microsoft 365 administration.

– Microsoft Entra ID.

– Microsoft Intune and endpoint management.

– Azure cloud technologies.

– Networking and infrastructure.

– Cybersecurity and Information Security.

– IT service management.

– IT projects and infrastructure deployments.

With experience and demonstrated technical capability, there will be opportunities to progress into positions such as IT Support Engineer, Second Line IT Support Engineer, IT & Security Analyst, or Systems/Cloud Engineer.

Description

Skills

DESKTOP SUPPORT ENGINEER

Desktop Support Engineer

Desktop Support Engineer

Desktop Support Engineer

Desktop Support Engineer

Junior IT Support Technician

See also