This role is designed for someone with solid IT fundamentals who will provide essential technical support across our technology ecosystem. The position offers learning opportunities in Productivity Platforms, Identity, Security and Device Management, while handling day-to-day operational responsibilities that keep our teams productive.
Core Remit of Responsibilities1. Helpdesk SupportPrimary Accountability: Act as the first point of contact for technical issues and requests
Day-to-day activities:
Respond to and triage incoming support tickets and requests via Slack or our ticketing system.
Troubleshoot and resolve issues with SaaS systems and end user devices (Windows / macOS / Linux)
Support video conferencing endpoints and meeting room technology (Zoom, MS Teams and Google Meet.)
Escalate complex issues to senior team members with appropriate context and initial diagnostics
Maintain accurate documentation of issues, resolutions, and user interactions
Meet agreed service level agreements (SLAs) for response and resolution times
Monitoring Infrastructure
Primary Accountability: Manage and support Google Workspace and Microsoft 365 environments
Day-to-day activities:
Create, modify, and delete user accounts in Google Workspace and Microsoft 365
Manage user licenses and entitlements across both platforms
Configure email accounts, distribution lists, and shared mailboxes
Set up and manage Google Drive permissions
Troubleshoot email delivery issues, calendar conflicts, and sharing problems
Support Microsoft Teams and Google Meet configuration and access
Implement security policies such as MFA enforcement and password policies
Generate basic reports on usage and license allocation
Primary Accountability: Ensure smooth technology transitions for joiners and leavers
Day-to-day activities:
Coordinate with HR to receive advance notice of new starters and departures
Prepare laptops and devices for new employees where required
Create all necessary user accounts and assign appropriate access permissions
Conduct welcome sessions to set up new employees with their technology
Create and maintain onboarding checklists and documentation
Execute offboarding procedures including account deactivation, data backup/transfer, and device retrieval
Ensure security protocols are followed during offboarding (credential removal, access revocation)
Maintain asset inventory records for all issued equipment
Primary Accountability: Manage and secure company end-user devices
Day-to-day activities:
Ensure new devices are enrolled into MDM platform and identities are linked
Deploy and manage configuration and application profiles for security and compliance
Ensure deployment of software updates and security patches to managed devices
Remotely troubleshoot device issues and perform remote wipes when necessary
Monitor compliance dashboards and address non-compliant devices
Maintain documentation of MDM policies and device inventories
Primary Accountability: Develop working knowledge of infrastructure while providing basic support
Day-to-day activities:
Monitor server health and availability alerts under guidance
Assist with routine server maintenance tasks (updates, backups verification)
Support basic networking tasks such as switch port configurations and Wi-Fi troubleshooting
Learn and assist with storage management
Shadow senior team members during firewall rule changes and network configurations
Document infrastructure procedures and maintain network diagrams
Participate in infrastructure projects to build practical experience
Helpdesk & Support:
5+ years experience in a helpdesk or technical support role
Strong troubleshooting methodology and logical problem-solving approach
Experience supporting Windows 10/11 and macOS operating systems
Familiarity with common business applications and SaaS platforms
Understanding of basic networking concepts (TCP/IP, DNS, DHCP)
Productivity Platforms:
Hands-on experience administering Google Workspace or Microsoft 365 (ideally both)
Understanding of cloud identity management and user provisioning
Experience with file sharing and collaboration tools
Device Management:
Experience managing MDM platforms
Knowledge of security policies and device compliance requirements
EDR - NG anti-virus and firewall administration (Crowdstrike)
Infrastructure (Foundational):
Basic understanding of server operating systems (Linux)
Awareness of networking fundamentals (IP addressing, vlans, firewall rules )
Familiarity with virtualization concepts
Understanding of backup and disaster recovery principles
CompTIA A+, Network+, or similar certifications
Microsoft 365 Certified: Fundamentals or Associate level
Google Workspace Administrator certification
Experience with scripting (PowerShell, Bash) for basic automation
Experience with video conferencing platforms and endpoints (Zoom, Teams, G-Meet)
Communication: Excellent written and verbal communication skills; ability to explain technical concepts to non-technical users with patience and clarity
Customer Service Orientation: Genuine desire to help others and provide outstanding user experience
Learning Agility: Enthusiasm for learning new technologies and adapting to change; proactive about skill development
Time Management: Ability to prioritize multiple tasks and manage workload effectively
Attention to Detail: Thoroughness in documentation and following procedures
Team Collaboration: Works well within a team environment and willing to support colleagues
Problem-Solving: Analytical mindset with persistence in resolving technical challenges
Professional Maturity: Reliable, punctual, and maintains confidentiality with sensitive information
