Proactively triage and resolve FreshService tickets for hardware, software, and access issues - escalating to the IT of Head when needed
On-site support for laptops (macOS primarily, some Windows), including unboxing, enrollment, and handoff to new starters
Meeting room AV support: displays, conferencing hardware, connectivity troubleshooting, pre-meeting checks
Microsoft 365 first-line tasks: account provisioning, license assignment, group membership, Teams/SharePoint basics
Intune device management support: enrolment, basic compliance troubleshooting, app deployment follow-up
Assisting with IT onboarding and offboarding procedures
Maintaining asset records and IT documentation
Assist with compiling compliance documentation alongside our Head of Risk

Requirements

IT support experience (1st/2nd line or similar)
Must have in-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Chrome OS, VPNs, and SaaS applications (Slack, Zoom, O365).
Extensive experience troubleshooting AV/Conference room issues and Office Network related issues
Experience with ticketing systems
Excellent Communication: The ability to convey technical information clearly for non-technical users
Proactivity: You don’t just follow step-by-step guides and then escalate. You’re excited by investigating problems to find the best solution
Patience: A calm and patient manner, especially when dealing with users who may be frustrated or stressed due to technical issues

Benefits

Stock Options: Meaningful equity in the company.
Retirement Plan: Pension scheme to help secure your future.
Paid Time Off: Unlimited vacation (Yes, you read right!)
Flexible Work Options: ~4 days per week in office while you're onboarding, reducing when you're ramped
Private Healthcare: Bupa Medical and Dental cover
Life Insurance: Peace of mind for you and your family
Paid parental leave: 16 weeks if you’ve just given birth, 4 weeks if your partner has just given birth (after one year of year of service)
Additional Perks: Your choice of laptop (Mac or Windows), regular company events to connect with teammates, and opportunities for continued professional development.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

macOSWindowsAV supporttroubleshootingMicrosoft 365IntuneVPNSaaS applicationsticketing systemscompliance documentation

Soft Skills

communicationproactivitypatience