applicants
IT Technician Level 1
at Madano London in London (Published at 31-03-2025)
Who We Are
AVENIR GLOBAL, a global communications firm, headquartered in Montreal. In Europe, AVENIR GLOBAL owns the London-based strategic communications consultancies Madano, Hanover, as well as healthcare specialists AXON Communications and healthcare creative agency Cherry.
The Role
The IT Technician Level 1 is a key role in the AVENIR GLOBAL IT team where you will be the initial point of contact for IT support, providing quick and efficient assistance to end-users. You will be responsible for triaging tickets, troubleshooting issues, and escalating complex cases to senior technicians. This role requires adherence to service level agreements (SLAs) and maintaining up-to-date technical skills and knowledge of IT best practices. This role requires on-site presence four workdays of the week.
Key Responsibilities
- Provide timely first-level support to end-users by triaging all incoming tickets.
- Verify ticket urgency and gather additional information as needed.
- Consult with IT Technicians Level 2 for guidance and escalate complex tickets as per procedures.
- Assis users in the office with Audio Visual set ups and larger events.
- Keep end-users informed throughout the ticket lifecycle.
- Document ticket summaries, resolutions, and follow-up actions.
- Participate in developing and updating user guides and knowledge base articles.
- Recommend procedural enhancements to improve service quality.
Required Qualifications
- Minimum six months to one year of experience in a help desk role.
- Basic understanding of ITIL practices is a plus.
- Troubleshooting experience with computer issues and ability to assess situations quickly.
- Familiarity with FreshService or similar ITSM platforms and cloud services like Microsoft 365, Intune, Azure, or SharePoint is a plus and the Microsoft Office suite.
- Good communication skills
Important Information
As part of our recruitment process we request that you do not use AI, as all work will be passed through an AI analyser. While we understand the growing use of AI tools, our evaluation criteria require original content created by the candidate to accurately assess their skills and suitability for the role. Our recruitment process can consist of virtual interviews, in person interviews, and written tasks, please let us know if you have any accessibility requirements so that we can accommodate your needs during this process.
Our Benefits
As well as the basic salary, great social events and a culture of continual learning, our competitive benefits package includes:
- 25 days’ holiday plus Bank Holidays (rising to a maximum of 30 days alongside length of service)
- Enhanced employer pension contribution
- Private Medical insurance (for you and your family)
- Income Protection insurance
- Life Assurance at 4x your salary
- Financial support and advice
- Travel insurance (for you and your family)
- An annual wellness benefit of £150
- Four-week sabbatical after every 5 years’ service.
Madano offers a range of first rate, dedicated training that enables employees to take control of their careers to become experts in their field and trusted advisors to clients.
- Some benefits are contingent on successful completion of probation period.
Equal Opportunities
Madano is committed to a policy of equal opportunities and non-discrimination. At all times we aim to recruit, develop and promote the very best people, basing judgement solely on suitability for the job.
We particularly encourage applications from those who are significantly underrepresented in our sector, such as disabled people, ethnic minorities and neurodiverse people.
Privacy Policy
We are committed to transparency about how we collect and use your data, including ensuring we comply with legal obligations relating to data protection.
