Key responsibilities include:

• Providing Level 2 ICT support to diagnose and resolve hardware, software, operating system, network connectivity, Microsoft 365 and enterprise application issues for end users.
• Receiving, recording, prioritising and resolving ICT service requests and incidents, escalating complex matters to internal specialists, vendors or managed service providers where required.
• Installing, configuring, testing, maintaining and troubleshooting desktops, laptops, mobile devices, peripherals, operating systems and approved business applications.
• Deploying, packaging, configuring and maintaining endpoint devices, enterprise applications, operating system updates and security patches using Microsoft Configuration Manager and Microsoft Intune.
• Administering Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint Online, Entra ID, user accounts, groups, licences and access permissions.
• Managing user lifecycle activities, including onboarding, offboarding, account creation, access provisioning, password and multifactor authentication support, mailbox administration and licence allocation.
• Supporting network connectivity, printing, telephony, Microsoft Teams calling and meeting-room technologies, including fault diagnosis and coordination with service providers.
• Monitoring endpoint health, workstation and application compliance, patch status and configuration baselines, and resolving identified issues.
• Maintaining accurate service desk records, technical documentation, standard operating procedures, knowledge articles and user support guidance.
• Maintaining hardware and software asset registers and supporting equipment procurement, allocation, warranty management, stock control and asset lifecycle activities.
• Providing clear and professional technical advice, instructions and training to users to improve effective and secure use of ICT systems.
• Supporting backup, recovery and business continuity procedures by completing scheduled checks, escalating failures and assisting with approved recovery activities.
• Monitoring ICT systems and services, responding to outages and critical incidents, and coordinating timely restoration to minimise business disruption.
• Liaising with internal stakeholders, vendors and managed service providers to investigate faults, implement approved changes and maintain reliable ICT services.
• Supporting approved ICT infrastructure and cloud service projects through device deployment, system testing, user migration, implementation support and post-deployment issue resolution.
• Administering endpoint security tools and assisting with the investigation and remediation of security alerts affecting end-user devices and accounts.
• Assisting with vulnerability remediation by applying approved updates, configuration changes and other technical fixes to supported devices and applications.
• Providing technical support for approved ICT security and compliance controls, including maintaining system records and supplying evidence for supported platforms.
• Preparing routine service desk, asset, patching, licensing and system availability reports for ICT management.
• Identifying and recommending practical improvements to ICT support processes, service quality, system reliability and the end-user experience.

Essential Requirements:

• At least 3 years’ experience in provision of ICT Support
• Intermediate knowledge of Microsoft 365 administration including use of Purview and eDiscovery.
• Experience in using CrowdStrike, Microsoft Defender, Microsoft Sentinel and Rapid7.
• Experience in supporting Microsoft Teams calling call flows.
• Excellent written and verbal English communication skills, including the ability to prepare technical documentation, communicate with stakeholders, and provide professional customer support
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