Information Technology Support Specialist

Full Job Description

The IT Support Specialist plays a pivotal role in the seamless operation of our office environment, providing comprehensive technical assistance to staff members. The core responsibilities of this position include addressing and resolving a wide array of hardware and software issues, ensuring minimal downtime, and maintaining optimal operational efficiency. This individual will be tasked with the setup, configuration, and troubleshooting of desktops, laptops, peripheral devices, and software applications. The Support Specialist will also assist in the maintenance of network connectivity and security, support telecommunication systems, and help manage office-wide software updates.

Candidates for this position should possess a robust knowledge of Windows and macOS, a strong problem-solving aptitude, and excellent interpersonal skills to provide top-notch support and service. The ability to articulate technical instructions in an accessible manner and patience in resolving user issues are crucial for success in this role. The Specialist will also need to prioritize tasks effectively in a fast-paced office environment and may be required to provide training to staff on new hardware or software deployment. A commitment to continuous learning to stay current with the latest technological advancements will be highly valued, as will the capacity to work both independently and collaboratively with a global IT team.

The IT Support Specialist role will work at our Bury St Edmunds and support to other UK offices (primarily the London office). In addition, the Specialist will also help support Uptime Institute’s staff worldwide.

Responsibilities:

• Support Microsoft’s core business applications, including Outlook, Teams, Office, and OneDrive
• Support for Windows and macOS operating systems.
• Prepare new hardware assets (e.g., laptops, printers, etc.), and ensure they are properly maintained and tracked.
• Ensure software is kept up to date.
• Manager office networks, audio/visual systems, perimeter security, and other IT-related solutions
• Escalate client support cases to appropriate resources, following the escalation process and procedures.
• Manager helpdesk issues from inception to resolution
• Maintain a work log of support tickets and maintenance tasks via Jira ServiceDesk
• Remote support via Microsoft Teams or TeamViewer
• Provide training for new hires as needed.
• Provide on-site support for Bury and London offices.
• Assist other Uptime Institute IT Support Specialists in providing global coverage.

Qualifications :

• 3+ years of experience in desktop support
• In-depth knowledge of Windows and macOS
• Excellent understanding of Microsoft O365 suite, SharePoint, and OneDrive
• Experience troubleshooting hardware and software issues.
• Experience configuring and maintaining laptops and accessories.
• Experience with Jira ticketing system or equivalent.
• Experience with networks (WiFi, routers, firewalls, etc.)
• Outstanding problem-solving and critical thinking skills
• Excellent verbal and written communication skills
• Verbal and written fluency in English
• Able to work in a team as well as independently.
• Ability to prioritize and work efficiently without direct supervision.
• Experience with Salesforce a plus.