Junior IT Support Specialist

Here’s what you’ll be getting up to:

• Provide Daily IT Support: Responding to IT support requests from end-users, resolving hardware and software issues, and providing timely technical assistance. This includes troubleshooting problems, answering inquiries, and offering guidance to ensure smooth operations for staff.
• Hardware Support: Assisting with hardware-related issues, particularly MacBook and Laptop support. This involves diagnosing hardware failures, managing replacements, coordinating with service-procurement partners when applicable.
• Support for ITS Projects: Collaborating with the ITS team on project-related tasks. This may involve assisting with software or system deployments, upgrades, or other IT initiatives. Providing technical expertise, conducting tests, and helping to ensure project deadlines are met.
• Onsite Technical Support (London Office): Providing hands-on technical support for the London office, including supporting video conferencing systems (VC systems), routers, MacBook, and Laptop setups. This entails diagnosing connectivity issues, configuring devices, and troubleshooting hardware or software problems on-site.
• Create Support Documentation: Developing and maintaining internal and end-user facing support documentation, troubleshooting guides, and how-to resources. This helps to streamline support processes, empower end-users to approach common issues independently, and ensure consistency in problem-solving approaches.
• User Account Management: Assists with managing user accounts, access permissions, and security settings for various systems and applications. This includes creating new user accounts, modifying access privileges, and ensuring proper user authentication and authorisation procedures are followed.
• Asset Management: Tracking and managing IT assets, such as hardware devices, software licences, and equipment inventory. Maintaining accurate records, conducting audits, and coordinating equipment procurement or disposal processes.
• Administrative Tasks: Assisting with general administrative duties related to IT operations. This may include updating documentation, organising IT resources, coordinating with vendors, managing service contracts, and handling other administrative responsibilities to support the efficient functioning of the ITS team.

Here’s what we’re looking for:

• Experience in IT Support role, Helpdesk environment
• Experience with providing technical support 1 line level support
• Experience in software support for Apple and Windows devices
• Knowledge of hardware support or Apple and Windows devices
• Knowledge of SaaS working environments
• Understanding of LANs, WANs & Wireless, TCP/IP Networking Principles