The Aurora-Group

1st / 2nd Line IT Support Technician

The Aurora-Group

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇬🇧 United Kingdom

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Salary

💰 £28,000 - £30,000 per year

Job Level

Mid-LevelSenior

Tech Stack

AzureiOSMacOS

About the role

  • Deliver 1st and 2nd line IT support across all group services, primarily via remote assistance.
  • Ensure prompt and effective resolution of technical issues for end users.
  • Provide on-site support for escalated IT problems when required.
  • Maintain IT equipment and assist with upgrades and developments to minimise downtime.
  • Liaise with local services, central IT and third-party providers as required.
  • Communicate technical information clearly to both technical and non-technical users.
  • Troubleshoot and resolve issues across multiple technologies, including Windows, macOS, iOS, Azure AD, M365, Intune, and network infrastructure.
  • Use remote support and monitoring tools effectively.
  • Adhere to IT security policies and GDPR compliance.
  • Participate in continuous improvement initiatives for IT processes.
  • Manage workload independently, working remotely and meeting project deadlines.
  • Prioritise and multi-task effectively to ensure efficient support delivery.
  • Travel to Aurora sites as required.

Requirements

  • Proven ability to resolve IT issues across a range of technologies.
  • Proficiency in Windows and macOS environments.
  • Strong knowledge of Azure Active Directory, Microsoft Intune, and M365 applications.
  • Understanding of network infrastructure (switches, VLANs, wireless technologies);
  • experience with Cisco Meraki is desirable but not essential.
  • Familiarity with endpoint security tools and patch management.
  • Experience with ticketing systems and remote support tools.
  • Excellent problem-solving skills and ability to explain technical concepts to non-technical users.
  • Strong organisational skills with the ability to manage workload and meet deadlines.
  • Excellent communication skills across all mediums and levels.
  • Methodical, detail-oriented approach with strong prioritisation skills.
  • Ability to remain calm under pressure and handle urgent issues effectively.
  • Customer-focused mindset with empathy for non-technical users.
  • Full UK driving licence and access to a vehicle (business class insurance required).
Benefits
  • Grow with Us – Training & Development
  • Save Money on Everyday Essentials
  • Access to our Cycle to Work and Car Scheme
  • Access Wagestream – a financial wellbeing app
  • Competitive Pay & Reward
  • Enhanced Annual Leave
  • Company Sick Pay
  • Enhanced Pension
  • Life Assurance
  • 24/7 GP Access – For You & Your Household
  • UK Health Cash Plan
  • Employee Assistance Programme
  • Refer a Friend – Earn £1,000!

Applicant Tracking System Keywords

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

Hard skills
IT supporttroubleshootingWindowsmacOSAzure Active DirectoryMicrosoft IntuneM365network infrastructureendpoint securitypatch management
Soft skills
problem-solvingcommunicationorganisational skillsprioritisationcustomer-focused mindsetability to work independentlycalm under pressuredetail-orientedmulti-taskingempathy
Certifications
Full UK driving licence