Job Description
About the Role
We are seeking a skilled and proactive IT Support Engineer (6-month contract) to join our small IT team. As the primary point of contact for IT queries and issues, you will provide hardware and software support to internal staff, manage user accounts and permissions, and help maintain business-critical systems.
Key Responsibilities
Technical Support
* Act as the first point of contact for all IT support requests (email, chat, helpdesk, phone)
* Diagnose and troubleshoot hardware and software issues, escalating complex problems where appropriate diagnose and troubleshoot technical problems efficiently, escalating complex issues where appropriate
* Install, configure, and update applications on Windows and MacOS devices
* Provide clear guidance to users on software functionality and best practices
Hardware Management
* Support and troubleshoot Windows laptops and other end-user devices
* Perform hardware upgrades, repairs, and replacements
* Deploy new hardware to staff (if local to Milton Park office)
* Maintain an accurate inventory of IT hardware assets
User Account and Access Management
* Create, modify, and deactivate user accounts in Active Directory and Microsoft 365
* Manage user roles, permissions, and group memberships across multiple platforms
* Administer access to cloud-based solutions including Jira and other business applications
* Ensure timely offboarding maintain security compliance standards
Systems and Infrastructure Support
* Working closely with the IT System Administrator to support business systems
* Maintain up-to-date technical documentation, configuration guides and knowledge base articles
Technologies Used
Operating Systems & Infrastructure: Windows Server 2008-2016, Windows 11, MacOS, VMware
Microsoft Cloud Services: Microsoft 365 / Office 365, Entra ID (Azure AD), Intune, SharePoint online
Cloud & Infrastructure: AWS
Business Applications: Jira, Confluence
Security & Management: NinjaOne RMM, Harmony SASE, Webroot/Opentext AV
Qualifications
Essential Requirements
* Strong demonstrable experience supporting Windows-based systems in a business environment
* Proven experience upgrading, troubleshooting, and managing computer hardware
* Practical knowledge of user account management in Active Directory and Microsoft 365 environments
* Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently
* Ability to work independently, prioritise workload, and manage multiple tasks effectively
* Strong communication skills with the ability to explain technical concepts clearly to non-technical users
* Highly organised with exceptional attention to detail
* Customer-focused approach with a commitment to delivering excellent service
Desirable Requirements
* Experience supporting MacOS devices in a mixed-platform environment
* Knowledge of network administration, including VPNs, firewalls, and network troubleshooting
* Experience providing formal 1st and 2nd line IT support in a helpdesk or service desk environment
* Familiarity with cloud-based platforms such as Jira, Confluence, or similar business applications
* Experience with IT service management (ITSM) tools and remote management software
* Relevant IT qualifications (e.g., CompTIA A+, Microsoft certifications, ITIL Foundation)
* Understanding of information security principles and data protection requirements
Additional Information
About M3 EU:
M3 EU is at the forefront of healthcare innovation, offering digital solutions across healthcare, life sciences, pharmaceuticals, and more. Since our inception in 2000, we’ve seen remarkable growth, fuelled by our mission to utilize the internet for a healthier world and more efficient healthcare systems.
Our success is anchored in our trusted digital platforms that engage physician communities globally, facilitating impactful medical education, precise job placement, and insightful market research. M3 EU prides itself on a dynamic and innovative work environment where every team member contributes to global health advancements.
Joining M3 EU means being part of a dedicated team striving to make a significant difference in healthcare. We provide a unique opportunity for you to be at the cutting edge of healthcare innovation, shaping the future in a meaningful career. Embrace the chance to drive change with M3 EU.
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