IT Support Specialist III

Pure IP, a BCM One Company, is trusted by millions daily to power business communications. We bridge the gap between legacy and modern systems, integrating voice across platforms, systems, and applications to deliver seamless, end-to-end communication services. With a global footprint and a reputation for innovation, Pure IP enables businesses to collaborate effectively, no matter where they are.

As an IT Support Specialist III, you'll play a critical role in the operational efficiency of our global IT support function, providing expert helpdesk and systems administration for our team. You will tackle complex IT issues, lead system and server management, and contribute to the strategic improvement of our technology environment. In addition, you'll guide less experienced IT team members, fostering a culture of technical excellence and proactive support.

Work Locations:

This position will work in a hybrid capacity out of our office in London. This position is not eligible for sponsorship or relocation.

Hours: Typically, 8:00/9:00 to 17:00/18:00 local. On-call rota required every few weeks, along with some flex hours to overlap with US and NZ teams. No travel is planned but a trip to New Zealand or the US may be a possibility.

What You Will Do:

Helpdesk

• Serve as the senior point of escalation for IT-related inquiries, delivering Tier 1 and Tier 2 support with a focus on high-level troubleshooting and resolution.
• Facilitate helpdesk support efforts for software, hardware, and network inquiries, ensuring efficiency and user satisfaction.
• Mentor junior team members, provide technical guidance, and establish best practices for troubleshooting and documentation.
• Document advanced technical issues and solutions in a user-friendly manner, maintaining a knowledge base and training resources.

Advanced System & Server Administration

• Oversee and manage user accounts, permissions, and backup procedures through Active Directory.
• Administer Office 365, Exchange, SharePoint, Teams, and other cloud-based services.
• Perform advanced server management tasks, including installation, configuration, and performance tuning.
• Ensure robust patching and security protocols across all servers, applications, and systems.

Security & Compliance

• Actively manage and maintain security protocols, including Multi-Factor Authentication (MFA), Mobile Device
• Management (MDM), and Intune solutions.
• Use and administer security tools such as Microsoft Defender, SIEM, and EDR solutions.
• Proactively monitor security alerts and address potential threats, collaborating with global security teams as needed.

Process Improvement & Automation

• Drive process improvements and develop technical efficiencies across the IT function.
• Lead automation projects using PowerShell and other scripting tools, streamlining routine tasks and system management.
• Continuously evaluate and implement best practices to improve service quality and system performance.

• People Skills: Demonstrated ability to lead and mentor with patience and a collaborative approach.
• Experience: 6+ years in IT helpdesk and systems administration, with senior-level experience.
• Technical Expertise: Advanced knowledge of Microsoft desktop and server OS, Linux, virtualisation technologies, and cloud services.
• Security Focus: Strong understanding of information security principles; certifications such as CompTIA Security+, CISSP, or similar are a plus.
• Analytical Problem Solving: A track record of resolving complex incidents, from diagnostics to resolution.
• Project Management: Strong organizational skills, with the ability to manage multiple projects and priorities.
• Continuous Learner: A genuine passion for emerging technologies, automation, and process improvement.

• Competitive base salary
• Annual reviews
• Paid time off (vacation)
• Paid public holidays
• Critical Illness Protection
• Income Protection
• Health Insurance
• NEST Pension company match
• Life Insurance

BCM One is a leading telecom provider of NextGen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000 channel partners who rely on our products, services, and teams to support their critical underlying network infrastructure. BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, SkySwitch, and Pure IP. Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 4 years we've brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry. Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen. When you choose to work at BCM One, you get to work with a talented team and build experience with the leading technologies, suppliers, and partners in our industry. We don't offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting. We take our mission "to provide a world-class experience with every human interaction" seriously, which means everything you do makes a difference. And we're committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings and reach your full potential. At BCM One, we encourage our team to learn something new every day, so you don't just become part of our growth story, we become part of yours. Why BCM One: We are committed to creating an environment that fosters teamwork, accountability, innovation, and teamwork. Many BCM One employees have been with the company for 10+ years, which we think says a lot about our culture. We Are a Team * We pride ourselves on our team-based approach to providing quality solutions for our clients. BCM One encourages a culture of collaboration, exposing employees to different areas of the business and fostering career growth. * We support employee involvement and provide opportunities to be responsible stewards via our BCM One Gives Back Program and our Emergency Fund to help our team members who are going through difficult times. Hard Work is Recognized * We offer an Employee of the Quarter program with a monetary award and Employee of the Year that includes a 7-day vacation package to the Caribbean. In addition, we host various regional team-building gatherings throughout the year. * We believe in developing our team members and offer many opportunities for training, professional development and career growth. Your Voice is Heard * We empower our team members to speak up and look for opportunities in challenges. * We have an Employee Council and a Diversity Equity and Inclusion Committee made up of volunteers from across the company who share a passion for making BCM One a great place to work and find ways to positively impact our communities.