IT Support Technician

A leading and constantly growing media organisation is seeking an IT Support Technician to help provide 1^st and some 2^nd line support to users within the group. This role is based in London and supports multiple geographical locations ensuring systems are maintained and supported to the highest standards.

Role Responsibilities:

• Answering support requests via the IT service desk, by phone and face to face.
• To take ownership of support requests, ensuring they are logged and updated in appropriate systems.
• To escalate more complex problems to the relevant personnel, collaborating effectively and keeping end users updated.
• Administration of identity platforms including Active Directory and Okta to set up user accounts and manage access permissions.
• Configure and build end user devices in a timely fashion, for deployment at scale.
• Carry out day to day maintenance, administration and support on end user devices including laptops, desktops and mobiles/tablets.
• Contribute to the growing Tech Ops knowledgebase, updating both internal and customer facing documentation.
• Maintain asset register and ensure necessary equipment remains available for loans or replacements at short notice.
• Maintain best practices and policies to ensure effective use of all infrastructure, data, communication and storage systems together with maintaining required security standards
• Some travel within the UK may be required. On occasion may need to work outside of normal office hours and will be required to be part of on an on-call weekend rota.

Required skills and experience:

• ITIL 4 certified to Foundation level or a demonstrable understanding of key principles
• Recent experience of working in a tech support role, preferably in a media business
• Strong troubleshooting skills, particularly around hardware, software and networking
• Proficient in modern operating systems including Windows 10 and macOS
• Experience of Active Directory, LANs, WANs & Wireless, TCP/IP principles and VoIP
• Experience of Office 365 and G Suite