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Role Overview
Drive fast, effective technical support as a key escalation point within a busy IT environment. Resolve complex issues, improve service reliability, and keep enterprise systems running smoothly while partnering closely with teams across the business.
Responsibilities
Strong experience diagnosing and resolving hardware, software, and network issues
Own escalated incidents and deliver quick, accurate resolutions within SLAs.
Investigate recurring issues, identify root causes, and implement long‑term fixes.
Provide advanced troubleshooting across systems, applications, and infrastructure.
Support safe, well‑planned changes to the IT environment with minimal disruption.
Create clear technical documentation that strengthens the wider knowledge base.
Fulfil technical service requests requiring specialist expertise.
Maintain strong communication with users, keeping them informed throughout.
Escalate issues to senior teams or vendors when required, with full documentation.
Lead root‑cause reviews for major incidents to boost service stability.
Monitor system performance and address risks before they impact users.
Perform routine system maintenance, patching, and updates.
Oversee software rollouts and updates to ensure smooth delivery.
Follow security, compliance, and data‑protection standards in all work.
Collaborate with infrastructure, network, and development teams to resolve complex challenges.
Mentor 1st line analysts, lifting overall capability and confidence.
Requirements
Skilled in Microsoft Azure, Intune, and Defender.
Advanced knowledge of Windows and macOS, with Linux/Unix exposure beneficial.
Solid understanding of networking principles (TCP/IP, DNS, DHCP, VPN).
Experience using ITSM platforms such as Halo ITSM.
Basic scripting ability (PowerShell, Python, Bash) for automation.
Strong Active Directory administration experience.
Ability to support a range of enterprise applications and productivity tools.
Knowledge of IT security best practices and incident response.
Confident providing remote technical support.
Able to produce clear, structured documentation.
37 hours a week 9am – 5:30pm Monday to Thursday. 9am – 5pm Friday