Junior IT Support Technician

KEY RESPONSIBILITIES

IT Support & Service Desk

–Provide first-line technical support to users across hardware, software, network, and account-related issues.

–Log, manage, update, and resolve incidents and service requests through the IT service desk.

–Troubleshoot Windows and macOS laptops and desktops.

–Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.

–Assist users with password resets, account access, MFA, and authentication issues.

–Escalate complex technical issues to senior IT team members when required.

–Keep users informed of the status and progress of their support requests.

–Ensure tickets are accurately documented and resolved within agreed service levels.

User & Device Administration

–Assist with new starter onboarding, including preparing laptops, accounts, applications, and equipment.

–Support employee leaver processes, including account disabling and equipment recovery.

–Assist with user and group administration within Microsoft Entra ID.

–Support the deployment and management of laptops and mobile devices through MDM solutions such as Microsoft Intune.

–Install, configure, update, and maintain approved software.

–Maintain accurate records of IT equipment and company assets.

–Assist with laptop builds, replacements, repairs, and equipment upgrades.

Microsoft 365 & Cloud Services

–Provide day-to-day support for Microsoft 365.

–Assist with Microsoft Entra ID user administration.

–Support SharePoint and OneDrive access and permissions.

–Assist with Microsoft Teams administration and troubleshooting.

–Support basic licensing and application access requests.

–Develop knowledge of Microsoft Azure and other cloud services used by the organisation.

IT Infrastructure

–Assist with troubleshooting office network, Wi-Fi, printer, meeting-room, and connectivity issues.

–Support the maintenance of office IT equipment and infrastructure.

–Perform basic network troubleshooting, including IP, DNS, DHCP, Wi-Fi, and connectivity checks.

–Assist senior engineers with infrastructure changes, upgrades, and IT projects.

–Monitor systems and report potential issues to senior members of the IT team.

Information Security

–Follow company IT and Information Security policies and procedures.

–Assist with security-related activities, including device compliance, patching, antivirus, and endpoint protection.

–Identify and escalate suspicious emails, security incidents, or unusual system behaviour.

–Support access control and least-privilege principles.

–Assist with security awareness activities where required.

–Develop an understanding of cybersecurity best practices and frameworks such as ISO 27001.

Documentation & Administration

–Create and maintain IT documentation, knowledge-base articles, and user guides.

–Maintain accurate asset, software, and licensing records.

–Document troubleshooting steps and resolutions within service desk tickets.

–Assist with IT audits and evidence collection when required.

–Follow established IT change management and operational procedures.

SKILLS & EXPERIENCE

Essential

–Strong interest in IT, technology, and cybersecurity.

–Basic understanding of Windows operating systems.

–Basic knowledge of Microsoft 365.

–Good troubleshooting and problem-solving skills.

–Good written and verbal communication skills.

–Ability to communicate technical information clearly to non-technical users.

–Strong customer-service approach.

–Good organisational and time-management skills.

–Ability to follow technical procedures and instructions.

–Willingness to learn new technologies and develop technical skills.

–Ability to work effectively as part of a team.

Desirable

Experience or knowledge in any of the following would be beneficial but is not essential:

–Microsoft Entra ID / Active Directory.

–Microsoft Intune or another MDM platform.

–Microsoft Azure.

–SharePoint and OneDrive.

–IT service management or ticketing systems such as Jira Service Management.

–Networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, and Wi-Fi.

–Windows and macOS device management.

–Endpoint security and antivirus technologies.

–IT asset management.

–Cybersecurity fundamentals.

–ISO 27001 or other information security frameworks.