Responsibilities User support and service delivery Handle daily support tickets covering hardware, software and user queries Work independently to diagnose and resolve issues escalating to the parent company, software vendor or in-house subject matter expert where required Prioritise workload effectively and communicate clearly with users including setting expectations and saying “no” or “not yet” when appropriate Provide friendly customer focused support both in person and remotely Produce clear documentation, internal “how to guides” and configuration notes and keep records up to date Provide occasional user training where reasonable Operational management of IT equipment Build and configure Windows laptops using the approved image Support and manage Android smartphones using the company MDM Maintain inventory of devices, SIM cards and spare equipment Support onboarding and leaver processes by preparing equipment accounts access and documentation Maintain local office technology including copiers, badge printers, meeting room AV equipment and door entry systems Assist with procurement of equipment under the direction of the manager Help maintain and improve the helpdesk processes Construction site and field support Support the setup of approximately five temporary site offices each year including connectivity using Starlink units preparing laptops, printers and mobile devices and working with third party installers when needed. Travel to other offices or sites as required, usually around once per month Lift and move equipment, set up desk equipment and occasionally work at height using a ladder Maintain a small stock of spare kit ready for rapid deployment Security and compliance Follow the parent company, policies, processes and technical standards Carry out regular audits to ensure access and permissions remain appropriate Lead by example by completing cyber security learning on time, reporting health and safety concerns and following all protocols Work environment and expectations Office based with occasional working from home where appropriate Occasional early starts or late finishes may be required but no routine out of hours work Travel required around once per month Required skills and experience Experience in a first- or second-line IT support role Good understanding of networking including IP addressing, patching, connectivity and working with network specialists Strong troubleshooting skills with the ability to work independently Experience with Windows laptops, Microsoft 365, Android devices and common business applications Confident documenting systems, writing clear instructions and recording configuration details Good customer service skills with the ability to communicate proactively and clearly Comfortable managing priorities and setting expectations with users Works well in a small team and can support colleagues when needed Other requirements Full driving license Access to a car for work related travel Business use car insurance The company may, from time to time, require you to undertake duties other than those outlined in this job description and/or to undertake work in other departments/sites to meet customer demands. Any changes to this job description will be discussed and agreed with you.