Location: Here East, Queen Elizabeth Olympic Park, London, E15 2GW (On‑site, 5 days per week)
Key Responsibilities
* Monitor and respond to incoming incidents and service requests promptly.
* Deliver technical support across multiple channels including email, Microsoft Teams, the service desk platform, and in‑person interactions.
* Assist with onboarding and off‑boarding processes for user accounts and hardware deployment or recovery.
* Proactively maintain user devices, ensuring compliance with company policies and standards.
* Create and maintain IT documentation in Atlassian Confluence covering systems, solutions, and operational processes.
* Provide support for O365, Microsoft Entra, and other SaaS applications.
* Install and maintain hardware and software to ensure optimal system performance.
* Act as first responder for suspected security incidents on endpoints, working alongside the Cyber Security team to triage, contain, and escalate incidents.
* Capture forensic images from suspected compromised endpoints using industry‑standard tooling (e.g., FTK Imager), preserving chain of custody and collecting relevant volatile data, logs, and artefacts.
* Support phishing triage and response, including reviewing user‑reported messages, pulling headers and indicators, and assisting investigations in Microsoft 365 Defender.
* Occasional travel to HQ or other studios may be required.
Essential Qualifications
* Strong hands‑on experience with Windows operating systems, troubleshooting, and system maintenance.
* Capacity to provide in‑person user support, including cable management, workstation setup, and basic hardware troubleshooting.
* Foundational understanding of Active Directory and Microsoft Entra ID.
* Bachelor’s Degree in Cyber Security or a security‑focused certification.
* Experience with Microsoft 365 suite (Teams, SharePoint, OneDrive, Exchange).
* Practical ability to acquire a forensic image from a suspected compromised endpoint (Windows and/or macOS) using tooling such as FTK Imager or KAPE, preserving chain of custody and producing verifiable hashes.
* Working knowledge of core security tooling: EDR (Microsoft Defender for Endpoint), SIEM (Microsoft Sentinel, Sumo Logic, Chronicle), and enterprise email security.
* Awareness of common attacker techniques (MITRE ATT&CK) and basic log analysis skills (Windows Event Logs, Unified Audit Log, Sysmon).
* ITIL Foundation certified (v3 or v4).
* CompTIA A+ certified, with a solid grounding in hardware, software, and support fundamentals.
Desirable Qualifications
* Proficiency with macOS environments and support practices.
* Familiarity with ManageEngine Endpoint Central for device and asset management.
* Hands‑on experience with Microsoft Intune for mobile device and application management.
* Knowledge of Jamf for macOS device administration.
* Experience supporting Microsoft Teams Room Systems, including setup and troubleshooting.
* Security‑focused certifications such as GCIH, GCFA or equivalent.
* Hands‑on familiarity with DFIR tooling: KAPE, Velociraptor, Autopsy, EnCase, Magnet AXIOM, and understanding of collecting volatile data from a live endpoint.
Benefits
* Life assurance, income protection, private healthcare and dental insurance schemes.
* Enhanced contributory pension scheme.
* Competitive salary and bonus scheme.
* Flexible working hours to support work‑life balance.
EEO Statement
All applicants are welcome!
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