Professional IT Support

The role combines first-line user support with second-line technical and infrastructure support, ensuring incidents and service requests are handled effectively in line with agreed SLAs, ITIL practices and global IT standards., * Ensure effective delivery of IT Infra Run services across the EMEA North Cluster, including Service Desk, Site Support and Network Run activities.

• Provide Tier 1 and Tier 2 support, covering both user-focused and infrastructure-focused issues.
• Ensure incidents and service requests are progressed within agreed SLAs and operational targets.
• Follow ITIL processes and ITSM guidance, maintaining alignment with global IT standards.
• Act as a technical escalation point and escalate issues to specialist teams where required.
• Maintain clear and professional communication with end users and technical teams.
• Work collaboratively with IT teams across EMEA to share knowledge and best practices.
• Support infrastructure services, asset deployment and Standard Operating Procedures.
• Support the deployment, maintenance and lifecycle management of end-user devices and IT assets.
• Build effective working relationships with business stakeholders and contribute to continuous service improvement.
• Create and maintain technical documentation, knowledge articles and SOPs.
• Provide onsite IT support across North Cluster locations where required.

• Minimum 2 years’ experience within an IT Service Desk, Desktop Support, Site Support or similar IT support environment.
• Good working knowledge of Windows 10/11, Microsoft 365, Active Directory and/or Entra ID.
• Experience troubleshooting end-user hardware, applications and common connectivity issues.
• Good understanding of networking concepts including TCP/IP, DNS, DHCP, LAN, Wi-Fi and VPN.
• Experience using an IT Service Management or ticketing platform, ideally ServiceNow.
• Understanding of ITIL principles and IT Service Management processes.
• Strong troubleshooting, customer service and communication skills.
• Ability to prioritise workload and manage multiple incidents and requests.
• Ability to work independently and collaboratively within a regional and global IT environment.
• Windows 10/11 troubleshooting, user profiles, applications, printer mapping, OS recovery, performance issues and Group Policy awareness.
• Strong knowledge of Microsoft 365 including Outlook, Teams, OneDrive, Office applications, Exchange Online and SharePoint.
• Experience with Active Directory and Entra ID account administration, security groups, MFA and SSO.
• Experience with endpoint management technologies including Intune, SCCM/MECM, Autopilot, device deployment, application deployment and patch management.
• Experience supporting laptops, desktops, docks, monitors, printers, mobile devices and hardware diagnostics.
• Knowledge of incident, request, knowledge and problem management processes, including SLA adherence and escalation management.
• Experience using ServiceNow for ticket ownership, queue management and service delivery.
• Understanding of security controls including MFA, BitLocker, endpoint security and security incident awareness.
• Experience managing IT assets, stock control, device lifecycle activities, meeting room technologies and onsite support.
• Ability to create and maintain technical documentation, knowledge articles and Standard Operating Procedures (SOPs).

Desirable

• Full UK driving licence due to travel requirements between sites.
• ITIL Foundation certification or equivalent practical experience.
• Experience with Microsoft Intune and Windows Autopilot.
• Experience supporting Microsoft Teams Voice or Teams Rooms.
• Experience with PowerShell scripting and automation.
• Knowledge of Azure, Entra ID and cloud administration concepts.
• Experience with infrastructure monitoring, alerting and event investigation.
• Experience supporting collaboration technologies, conferencing solutions and meeting room environments.