IT Technical Support

OverviewWe are looking for a dedicated IT Support to provide technical assistance and support. The successful candidate will be responsible for resolving hardware and software issues, maintaining network infrastructure, and providing client support in using remote access software., Systems Administration & Infrastructure

• Network Optimisation: Proactively identify opportunities to improve network infrastructure and internal systems to make workflows easier and more efficient.
• OS Management: Install, configure, and maintain both Linux and Windows operating systems.
• Remote Access: Manage our remote access environment to ensure seamless, low-latency access for clients. This includes setting up new model machines and provisioning user access.
• System operations: Keep machines running smoothly by removing digital clutter, performing disk cleanups, and optimising performance.
• Cloud Monitoring: Monitor AWS instances for uptime/stability.
• Software Management: Execute regular software upgrades, patch management, and firmware updates across all devices.
• Security: Oversee password management, run regular malware/antivirus scans, and ensure security protocols are followed.

-Google Workspace Administration

• User Management: Handle the full lifecycle of user accounts, including provisioning new users, suspending/archiving leavers, and managing group memberships.
• Policy Enforcement: Configure and enforce organisational policies (e.g., 2-Step Verification, app access control) to ensure data security.
• Shared Drives: Audit and organise Google Shared Drives, setting correct permissions to ensure files are accessible to the right teams while maintaining data security.

• Storage Management: Monitor storage usage and reorganise file structures to prevent data sprawl and duplication.

• XR Event Operations & Logistics
• Event Preparation: Prepare kit for events, including VR software updates and testing
• Logistics: Create an accurate equipment list, physically pack flight cases, and help load for safe transport.
• On-Site Support: Travel to events to manage the setup and close-down, ensuring professional cable management (labelling cables/ports).

• Live Troubleshooting: Act as the technical lead during events, ensuring hardware functions perfectly under pressure.

• Client Support & Communication
• Client-First Approach: Prioritise client remote access issues to resolve them quickly and efficiently, ensuring high satisfaction.
• Communication: Handle phone queries professionally.
• Proactive Check-ins: Regularly “check in” with clients to ensure their connection is stable and they are happy with the service.

• Access Assistance: Help clients gain access to their models, both remotely and face-to-face at events.

• Quality Assurance & General Maintenance
• Hardware Maintenance: Troubleshoot and repair PC hardware, laptops, and office printers/scanners.
• ISO 9001 Compliance: Assist the team in maintaining ISO 9001 standards through documentation and policy updates.
• Asset Management: Maintain an up-to-date asset register for all hardware.
• File Management: Ensure client data and models are stored, organised, and backed up correctly.

Essential Skills

• Proficiency in installing and managing Linux and Windows Operating Systems.
• Experience managing remote desktop tools.
• Networking: Ability to troubleshoot LAN connectivity for offline/local multiplayer setups.
• General IT troubleshooting (Printers, Hardware repairs, File management).
• Physical ability to perform manual handling tasks (lifting equipment cases/loading vans).

Personal Traits

• Quick Learner: Technology moves fast; you must be eager to learn new systems and workflows.
• Works Well Under Pressure: You can troubleshoot effectively in time-critical live event environments.
• Organised: You take pride in tidy cabling and clutter-free digital workspaces.
• Polite & Professional: You are comfortable speaking to clients on the phone and in person., * Are you willing to travel to Events?

Experience:

• IT support: 1 year (preferred)

Licence/Certification:

• Driving Licence (preferred)

• Normal working week 9-5
• Working some evenings and weekends - as events don’t stick to 9-5!
• Weekend work is compensated with time off in lieu.
• Full UK driving licence, confident driving vans into city centres