Technology Support Group Technician

Service Management and Operational Duties

• Monitor assigned queues, shared inboxes, and collaboration channels to ensure timely response and ownership of support activity.
• Use ServiceNow to record all work, update affected users, document troubleshooting steps, and maintain a reliable audit trail.
• Support request fulfillment for hardware, software, access, Teams-related requests, and other IT services published through the support portal.
• Assist with ticket cleanup, reclassification, backlog reduction, and accurate closure notes where required.
• Support knowledge management by identifying recurring issues and converting repeat fixes into clear user-facing or analyst-facing guidance.
• Escalate incidents to infrastructure, endpoint, security, applications, procurement, or regional teams with clear evidence, impact, and troubleshooting already completed.
• Support change-related activities by following approved change windows, communications, and post-change validation steps where assigned.

Endpoint, Asset, and Procurement Support

• Prepare and configure corporate laptops, desktops, mobile devices, and peripherals in line with company standards.
• Support Intune enrolment, compliance checks, Company Portal deployments, Windows updates, and standard build readiness.
• Maintain asset assignment, stockroom, serial number, and lifecycle information in ServiceNow, ensuring device records are accurate and traceable.
• Assist with hardware requests, procurement updates, vendor follow-up, delivery tracking, and allocation of equipment to users.
• Support return, refresh, repair, and secure disposal processes by ensuring ticket, asset, and evidence records are complete.
• Help prevent duplicate or inaccurate hardware records by following agreed asset tagging, serial number, and ServiceNow/Intune alignment practices.

Applications, Collaboration, and Communications Support

• Troubleshoot Outlook profile, mailbox, calendar, Teams, SharePoint, OneDrive, and Microsoft 365 application issues.
• Support Teams collaboration requests, including internal collaboration queries and external communication requests that require approval through the correct process.
• Assist users with business application access, login, MFA, SSO, and workflow issues, escalating to application owners where needed.
• Support meeting room, AV, VoIP/Teams Voice, and peripheral issues, coordinating with vendors or infrastructure teams when required.
• Provide clear end-user guidance for common tools and processes, using simple language and approved documentation.

Security, Compliance, and Governance

• Follow least-privilege and approved-access principles for all account, application, and collaboration requests.
• Support MFA, VPN, endpoint encryption, device compliance, and approved remote access processes.
• Escalate suspected phishing, suspicious Teams activity, DLP issues, malware alerts, or unauthorized access concerns to Information Security.
• Handle company, client, and user information responsibly and in line with internal policies and applicable privacy requirements.
• Ensure all support actions are documented accurately to support auditability, reporting, and service improvement.

Essential Skills and Experience

• 1 to 2 years of experience in an IT support, service desk, or technical support role, preferably in a business or enterprise environment.
• Strong customer service, communication, and ownership skills, with the ability to remain organized under pressure.
• Hands-on experience supporting Windows 10/11 laptops and desktops, Microsoft 365 applications, and common business productivity tools.
• Working knowledge of Active Directory, Entra ID/Azure AD concepts, user accounts, groups, permissions, MFA, and SSO troubleshooting.
• Experience using ServiceNow or a comparable ITSM platform to manage incidents, service requests, approvals, and knowledge articles.
• Understanding of endpoint management concepts such as Intune, Autopilot, device compliance, Company Portal, and BitLocker.
• Good troubleshooting knowledge of networking basics including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and common connectivity issues.
• Ability to document fixes clearly, follow SOPs, and contribute to process improvement.
• Fluent written and spoken English.

Desirable Skills

• Exposure to ITIL-based service management practices including incident, request, change, asset, and knowledge management.
• Experience supporting Teams Voice, meeting room technology, AV equipment, or VoIP services.
• Awareness of endpoint security tools, email security controls, DLP, conditional access, and secure collaboration practices.
• Experience supporting hardware lifecycle processes, procurement, stock management, returns, or disposal activities.
• Familiarity with business applications such as Maestro, Salesforce, ZenQMS, or other Marken operational systems.

Behavioural Expectations

• Customer focused: Communicates clearly, sets realistic expectations, and keeps users informed.
• Accountable: Owns tickets through to resolution or clear handover, rather than passing issues on without context.
• Collaborative: Works constructively with regional IT, application, infrastructure, security, and procurement teams.
• Detail oriented: Records accurate ticket notes, asset information, and troubleshooting outcomes.
• Security aware: Follows policy, protects information, and identifies risks early.
• Improvement minded: Identifies recurring issues, suggests process improvements, and contributes to documentation.

Employee Type

Permanent

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