Hardware Support and Maintenance

• Install, configure, and deploy workstations, laptops, printers, phones, and other end-user devices.
• Diagnose and resolve hardware issues, including problems with peripherals, malfunctioning systems, or defective components.
• Able to perform regular patching, system updates, proactive maintenance, and performance tuning across supported endpoints and infrastructure.
• Supporting AV equipment for conferencing (Logitech & Yealink).

Software Support

• Set up new software applications or assist with upgrades and patches to ensure users have access to the latest versions of critical software.
• Resolve software malfunctions, crashes, or compatibility issues with operating systems, applications, or user configurations.
• License Management, tracking software licenses and ensuring compliance with licensing agreements, renewing or allocating licenses as necessary.

Network and Connectivity Support

• Capability to diagnose and resolve network connectivity issues, including LAN, Wi-Fi, VPN, and other network-related problems.
• Ensure remote workers have proper access to company resources, including VPN setup, remote desktop tools, and cloud-based systems.
• Provide expert assistance with setup, optimisation, and ongoing management of modern cloud-based infrastructure (PaaS & IaaS environments).
• Proficient in troubleshooting issues related to network printers, shared drives, and other shared IT resources.

User Account and Access Management

• Competent in setting up new user accounts, assigning appropriate permissions, and ensuring users have the correct access to systems and tools.

Asset & Lifecycle Management

• Manage the full lifecycle of IT assets, including procurement, configuration, deployment, maintenance, and retirement.
• Maintain accurate asset records and inventory management systems.
• Coordinate hardware refresh programmes and replacement schedules.
• Ensure technology assets comply with organisational standards and policies.

Vendor & Third-Party Management

• Liaise with technology vendors and service providers to resolve technical issues and manage escalations.
• Coordinate support cases and track issues through to successful resolution.
• Evaluate and recommend improvements to supported technologies and services.

Continuous Improvement & Automation

• Identify opportunities to automate repetitive administrative activities and support processes.
• Develop and maintain scripts, workflows, and automation solutions using tools such as Google Apps Script, PowerShell, or Python.
• Drive continual improvement initiatives that enhance service quality, stability, and user experience.

Senior Technical Escalation & Problem Management

• Act as the primary escalation point for complex L2 and L3 incidents and service requests.
• Perform root cause analysis (RCA) on recurring incidents and implement permanent corrective actions.
• Lead technical investigations and problem management activities to reduce repeat incidents and improve service reliability.
• Support major incident management processes and contribute to post-incident reviews.
• Mentor junior support engineers and share knowledge across the wider technology team.

Security & Compliance

• Support security operations through the administration of MFA, endpoint security tools, device compliance policies, and identity management platforms.
• Participate in access reviews and audits to ensure compliance with company security standards.
• Investigate and remediate endpoint vulnerabilities, security alerts, and compliance issues.
• Ensure adherence to BPSS, data protection, and information security requirements.
• Support security incident response activities where required.

Success in this role will be measured through:

• SLA achievement and ticket resolution performance.
• Customer satisfaction and user feedback.
• Incident reduction and root cause elimination.
• Documentation quality and knowledge sharing.
• Platform stability and operational excellence.
• Contribution to automation and continuous improvement initiatives.

Key Skills and Experience

Essential

• Minimum 5 years' experience in a Level 2 or Level 3 End User Support, Workplace Technology, or EUC support role.
• Proven experience administering and supporting Google Workspace in a corporate environment.
• Strong knowledge of Google Admin Console, user lifecycle management, security administration, and compliance controls.
• Experience supporting and administering Slack, Airtable, and other SaaS collaboration platforms.
• Google Workspace Administrator Certification (or equivalent demonstrable experience).
• Strong MacOS administration and support experience in a predominantly Mac-based environment.
• Experience supporting Windows 11, iOS, and mobile devices.
• Experience with MDM platforms such as JumpCloud, Iru (Kandji), Jamf, Intune, or equivalent.
• Strong understanding of Identity Access Management (IAM), Role Based Access Control (RBAC), Single Sign-On (SSO), and Multi-Factor Authentication (MFA).
• Knowledge of ITIL service management principles and ticketing platforms.
• Experience supporting AV and meeting room technologies.
• Excellent troubleshooting, communication, and stakeholder management skills.

Desirable

• Salesforce Administrator Certification.
• Slack Administrator Certification.
• Airtable Administrator Certification.
• M365 Administration Experience.
• Google Apps Script, PowerShell, or Python scripting experience.
• Experience supporting cloud identity platforms and Zero Trust security models.
• ITIL Certification.

Key Attributes

• Customer-focused mindset with a proactive approach.
• Ability to work independently and as part of a team.
• Strong organisational skills and attention to detail.

Equal Opportunity Statement

We are committed to diversity and inclusivity.