Key Responsibilities

• Provide 1st–3rd line desktop support for business systems, applications, and end-user devices.

• Serve as the first point of contact for the IT Helpdesk, managing incidents and ensuring SLA compliance.

• Deploy, configure, and maintain desktops, laptops, printers, and peripherals.

• Install, update, and troubleshoot software, patches, and security updates within Windows environments.

• Manage Active Directory, including Users, Groups, OUs, Group Policy, NTFS Permissions, and DFS.

• Administer and support the Microsoft 365 Tenant (Users, Groups, Teams, OneDrive, Exchange Online, SharePoint).

• Support Windows Server services, including DHCP, DNS, print services, and DFS.

• Assist with network troubleshooting (VLANs, TCP/IP, LAN/WAN, Wi-Fi, switches, routers, VPN configurations).

• Provide support for audio-visual equipment and meeting room technology.

• Maintain accurate IT asset tracking for mobiles, laptops, and PCs.

• Produce and maintain technical documentation for processes, configurations, and troubleshooting steps.

Skills, Experience & Attributes

• 3–5 years experience in an IT support role handling 1st–3rd line issues.

• Strong understanding of Windows 11 deployment, maintenance, and troubleshooting.

• Proficiency with Active Directory, Group Policy, and Windows Server administration.

• Experience supporting Microsoft 365 Apps and hybrid environments (Exchange Online, Teams, OneDrive).

• Solid troubleshooting skills for network connectivity, TCP/IP, VLANs, VPNs, and general networking issues.

• Basic knowledge of IT security best practices, endpoint protection, and compliance.

• Experience supporting AV systems and meeting room technologies.

• Strong organisational skills with ability to prioritise tasks and manage incidents efficiently.

• Excellent interpersonal and communication skills; comfortable in a client-facing, service-oriented role.

• Demonstrated eagerness to learn and adopt new technologies across IT infrastructure.

• Ability to work both independently and collaboratively within a global IT team.