Information Technology Support Administrator

About the role

The Information Technology Support Administrator will be based at our London Regional Headquarters, providing face-to-face assistance at the IT Walk-Up Desk. You will be the first point of contact for on-site employees, delivering prompt support for Windows 11 and macOS devices and ensuring smooth daily operations.

Key responsibilities

• Serve as the primary contact for in-office users at the Walk-Up Desk, handling hardware, software and account issues.
• Provide hands-on support for Windows 11 and macOS laptops and desktops, including troubleshooting and configuration.
• Maintain meeting rooms and audio-visual equipment, ensuring displays, conferencing systems and video calls operate correctly.
• Manage IT assets such as computers, phones and peripherals, tracking inventory and lifecycle status.
• Process incidents and service requests within SLA, escalating to Tier 2/3 teams when required.
• Support onboarding and off-boarding activities, preparing equipment and access for new or departing staff.
• Contribute to knowledge-base articles and continuous-improvement initiatives within the support team.

Required profile

• Strong customer-service orientation with excellent communication skills.
• Ability to multitask and prioritize in a fast-paced office environment.
• Proactive problem-solving attitude and willingness to share knowledge.

Required skills

• Proven Tier 1/2 IT support experience in an enterprise setting.
• Working knowledge of Microsoft Windows 11.
• Working knowledge of macOS support in a corporate environment.
• Familiarity with Microsoft Office 365 applications (Outlook, Teams, Excel, Word).
• Experience with Active Directory tasks such as password resets and account unlocks.
• Knowledge of Okta and Single Sign-On (SSO) technologies.
• Experience providing meeting-room and audio-visual support.
• Basic understanding of networking concepts (Wi-Fi, TCP/IP).