* Provide first-line technical support to UK staff and other regional locations via phone, email, and online tools
* Respond to and resolve Tier 1 incidents, including password resets, account unlocks, and basic software issues
* Troubleshoot and resolve common technical issues, such as printer problems, network connectivity issues, and basic hardware faults
* Document and track incidents using our service desk software
* Troubleshoot and resolve complex technical issues, including hardware and software problems
* Conduct on-site visits to troubleshoot and repair hardware issues, such as desktops, laptops, and mobile devices, for UK-based staff
* Install, configure, and upgrade hardware and software components, including operating systems, applications, and peripherals
* Troubleshoot and resolve network connectivity issues, including Wi-Fi and wired connections
Basic Infrastructure:
* Perform basic infrastructure tasks, such as:
* Group policy management (basic configuration and troubleshooting)
* Software deployment (basic installation and configuration)
* Basic system configuration and troubleshooting (e.g., disk management, system updates)
* Perform basic networking and security tasks, such as:
* Network configuration and troubleshooting (e.g., IP addressing, DNS, DHCP)
* Firewall configuration and management
* Network device configuration (e.g., routers, switches)
* Basic security configuration (e.g., access control lists, security groups)
Cybersecurity:
* Perform basic cybersecurity tasks, such as:
* Cybersecurity awareness and training (e.g., phishing, malware prevention)
* Basic incident response (e.g., identifying and containing security incidents)
* Cybersecurity policy development and implementation
* Compliance with cybersecurity regulations and standards (e.g., GDPR, ISO 27001)
Regional Support:
* Provide technical support to staff in other regional locations, including countries within 1-2 time zones, via phone, email, and online tools
* Collaborate with regional IT teams to ensure consistent support and maintenance of IT systems
* Participate in regional IT projects and initiatives, as required
* Develop and maintain relationships with regional IT stakeholders, including IT managers, support staff, and end-users
Requirements:
* Post-secondary education in an information technology-related field
* 3+ years of experience in a hybrid IT role, including Tier 1, Tier 2, and basic infrastructure management
* Experience with M365, Intune, and AutoPilot
* Strong technical skills, including operating systems, hardware, software, and networking
* Excellent communication, interpersonal, and problem-solving skills
* Ability to work well under pressure, prioritize tasks, and manage multiple incidents simultaneously
* Strong analytical and troubleshooting skills, with the ability to identify root causes and implement effective solutions
* Ability to learn quickly, using documentation and internet resources
* Ability to work independently and as part of a team
* Highly motivated, enthusiastic, and a positive thinker
* Flexibility to work with staff in different time zones, including occasional early morning or late evening work
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Manufacturing
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