Job Level
Junior
Tech Stack
AWSJamf
About the role
- Respond to and resolve technical inquiries and issues reported by internal staff through phone, email, and ticketing system
- Manage staff onboarding processes, including setting up user accounts, granting access rights, and providing initial training
- Document processes to ensure consistency and support SOC 2 compliance
- Design and implement fine-grained access groups to minimise access risks
- Automate staff onboarding and access change processes where possible
- Manage device management for laptop and phone fleets (JAMF Pro and Intune)
- Monitor and patch staff devices
- Manage SSO setup and maintenance for SAAS vendors
- Manage and maintain user access controls, including user access reviews
- Troubleshoot and diagnose software, hardware, network, and system-related problems and provide solutions
- Maintain accurate documentation of issues, resolutions, and support interactions
- Escalate complex or unresolved issues to appropriate technical teams
- Provide guidance and training to users on effective use of applications, systems, and tools
- Stay up-to-date with software updates, patches, and best practices
- Contribute to continuous improvement of support processes, knowledge base, and self-help resources
- Support implementation and maintenance of SOC 2 controls related to logical access, incident management, and user provisioning
Requirements
- Recent IT Graduate, ideally with 1-2 years of IT support experience
- Knowledge of Microsoft Active Directory and AWS
- Experience with JAMF Pro and Intune for device management
- Experience with SSO setup and maintenance for SAAS software vendors
- Proficiency in using ticketing systems, remote support tools, and knowledge management platforms
- Strong technical knowledge of computer systems, software applications, networking, and troubleshooting techniques
- Excellent communication and interpersonal skills
- Exceptional problem-solving and analytical skills
- Ability to work under pressure, prioritize tasks, and manage multiple support requests simultaneously
- Customer service-oriented mindset with commitment to delivering high-quality support
- Interest in automating and documenting tasks and willingness to progress to Platform or IT services roles
- Familiarity with banking regulations, security protocols, industry best practices, and SOC 2 controls (plus)