Ariat Europe Ltd
IT Support Engineer I - Junior Helpdesk
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Location: Harwell, Oxford
– Office based 3 days per week
Job Details:
The IT Support Engineer I - Junior Helpdesk provides friendly, reliable, and hands-on technology support for an Ariat office of approximately 50 employees in rural England. This role serves as a primary point of contact for day-to-day IT questions and technical issues within the local office.
In addition to supporting the England office, the position assists employees across Ariat's global organisation, including teams in Asia, Europe, and the Americas. The IT Support Engineer I works as part of a global support team made up of engineers located across several countries and time zones.
This is an entry-level position suited to someone who is passionate about technology, enjoys helping people, and wants to develop a career in IT support. The successful candidate will receive guidance and training from experienced engineers while gradually taking ownership of common support requests and technical tasks.
This is a hybrid position requiring a minimum of three days per week on-site. Additional on-site attendance may be required for office events, projects, employee onboarding, or technical incidents.
Day to Day Responsibilities:
- Provide in-person IT support for approximately 50 employees at Ariat's England office.
- Serve as a first point of contact for common technology questions, service requests, and technical issues.
- Provide remote support to Ariat employees across Asia, Europe, and the Americas.
- Work closely with IT support engineers located around the world to resolve issues and provide consistent service.
- Log, update, and manage support requests through the company's IT ticketing system.
- Troubleshoot common issues involving Windows and macOS computers, mobile devices, printers, monitors, docks, and other accessories.
- Assist employees with password resets, account access, multi-factor authentication, VPN connections, wireless connectivity, and software issues.
- Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and other business applications.
- Set up laptops, mobile devices, monitors, and accessories for new employees.
- Assist with employee onboarding and offboarding, including preparing, issuing, collecting, and resetting equipment.
- Install approved software, complete basic device configurations, and help ensure computers receive required updates.
- Provide basic support for meeting rooms, Zoom Rooms, displays, cameras, microphones, and video-conferencing equipment.
- Maintain accurate records of laptops, mobile devices, monitors, accessories, and other IT assets.
- Assist with equipment repairs, replacements, warranty requests, and shipments.
- Follow documented processes and escalate complex or security-related issues to senior engineers.
- Create and update simple support guides, troubleshooting instructions, and knowledge base articles.
- Assist with hardware refreshes, office projects, technology deployments, and other global IT initiatives.
- Maintain a clean, organised, and secure local IT storage and equipment area.
- Provide occasional evening or weekend support for urgent incidents, maintenance, or business events.
- Perform other duties as needed to support local and global business operations.
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About You:
- Some previous experience in customer service, technical support, helpdesk support, or a similar position is preferred.
- Basic knowledge of Windows computers, macOS devices, mobile devices, and common office technology.
- Familiarity with Microsoft 365 applications such as Outlook, Teams, OneDrive, and SharePoint.
- Basic understanding of user accounts, passwords, wireless networks, VPN connections, printers, and computer accessories.
- Strong interest in technology and a willingness to learn new systems and processes.
- Excellent customer service, communication, and interpersonal skills.
- Patience and confidence when assisting employees with different levels of technical experience.
- Ability to follow written procedures and accurately document completed work.
- Strong organisational skills and attention to detail.
- Ability to manage several support requests while keeping employees informed.
- Ability to work independently in the local office while remaining connected to a global support team.
- Ability to communicate and collaborate with colleagues across different countries, cultures, and time zones.
- Availability to work on-site a minimum of three days per week.
Preferred Qualifications:
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- Previous experience in an IT helpdesk, desktop support, service desk, or customer-service environment.
- Experience using an IT ticketing or service-management system.
- Familiarity with Microsoft Intune, Microsoft Entra ID, or other device-management tools.
- Experience supporting meeting-room or video-conferencing technology.
- Basic understanding of computer networking, including wireless connectivity, VPNs, DNS, and DHCP.
- Experience supporting employees within a global or multinational organisation.
- A relevant qualification or certification, such as CompTIA A+, Microsoft Fundamentals, or equivalent technical training.
- A valid UK driving licence due to the rural office location and potential travel requirements.
Values:
Our values are ingrained in everything we do at Ariat and we believe this is what drives our success as individuals, as teams and, overall, as a Company.
- Innovation - Be bold and adventurous and try new things. Constantly challenge how you can create change for the better. Learn from the past and don’t let it limit you.
- Integrity - Do the right thing because it’s the right thing to do. Say what you mean and do what you say. Build trust through consistency, dependability and honesty.
- Quality - All work matters. Be proud of your work and strive to have it reflect your best and the best of Ariat.
- Respect - Communicate openly, directly and constructively. Recognise different perspectives and listen with an open mind. Be thoughtful in how you show up and interact with others.
- Teamwork - Create fun and joy and contribute to the Ariat family spirit. Focus on people’s strengths. Learn from others and share your own knowledge and experience. Ask for help when you need it and offer to help when others may need it.
Benefits:
- Private Medical Insurance
- Life Assurance
- Critical Illness Cover
- Employee Assistance Programme
- Health & Wellbeing Points Scheme
- Cycle to Work Scheme
- Company Bonus Scheme
- Employee Purchase Scheme
- Employee Referral Programme
- Birthday day off
- Holiday Purchase Scheme
- Bring your dog to work scheme
- Employee Volunteering policy
- Working from a different location policy
- Free onsite Parking including 2 electric charging points
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