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About Us:

We are seeking a dedicated IT Support Specialist to join our dynamic team. This role will provide comprehensive IT support across multiple regions, ensuring efficient and effective resolution of technical issues, optimal network performance, and seamless end-user experiences.

Key Responsibilities:

1. Technical Support & Incident Management:**

- Level 0 (L0): Offer initial guidance, documentation, and escalate issues as needed.

- Level 1 (L1): Provide first-line remote support and resolve common IT issues.

- Level 2 (L2): Manage escalated technical issues and conduct in-depth troubleshooting.

- Level 3 (L3): Collaborate on advanced problem resolution and assist with system architecture.

2. Network Administration:

- Maintain and optimize WAN and LAN infrastructures.

- Manage network switches, routers, firewalls, and ensure WiFi reliability.

- Implement network security, failover, and redundancy measures.

3. Device & Endpoint Management:

- Oversee procurement, provisioning, and maintenance of end-user and network devices.

- Manage device inventory, security policies, and Intune/MDM records.

- Implement endpoint security and antivirus solutions.

4. User Account & Access Management:

- Facilitate onboarding and offboarding processes, ensuring secure account access.

- Manage user permissions, conduct periodic housekeeping, and maintain platform licenses.

5. Application & Tools Support:

- Provide technical support for Microsoft 365, Azure Active Directory, Zoom, and Slack.

- Optimize and troubleshoot issues related to conferencing and collaboration tools.

6. Conference Room & AV Support:

- Set up and maintain audio/visual equipment in conference rooms.

- Ensure smooth operation of conferencing solutions for meetings.

7. 24/7 Global Support:

- Operate a remote service desk with 24/7 availability across multiple regions.

- Provide onsite support 2-3 days per week as required by office location.

8. Security & Strategic IT Planning:

- Configure and maintain security for users, devices, and networks.

- Collaborate on long-term IT strategies and security training programs.

9. IT Service Management (ITSM) Platform:

- Implement and manage an ITSM platform for tracking incidents and requests.

- Provide KPI and SLA reporting, integrating with Slack for seamless communication.

10. Reporting & Communication:

- Generate and share regular reports on service desk performance, incidents, and inventory.

- Ensure local toll-free access for user support across all regions.

Qualifications:

- Proven experience in IT support roles, covering L0-L3 levels.

- Expertise in networking, device management, and specialized tools (Microsoft 365, Azure AD, Zoom, Slack).

- Strong problem-solving skills and ability to work across multiple regions.

- Excellent communication skills and a customer-focused approach.

Why Join Us?

- Be part of a forward-thinking organization with a global presence.

- Opportunity to work in a collaborative and dynamic environment.

- Contribute to IT innovations and strategic planning.

Apply Now:

If you are a proactive IT professional with a passion for delivering exceptional support, we encourage you to apply!

Job Type: Full-time

Pay: £35,000.00-£45,000.00 per year

Additional pay:

• Bonus scheme

Benefits:

• Company pension
• On-site parking
• Work from home

Application question(s):

• Are you certified? If any..please mention them below:

Experience:

• Technical support: 2 years (preferred)
• Customer service: 1 year (preferred)

Work Location: Hybrid remote in London, WC2H 8JR

Reference ID: 1001