Role: IT Support Administrator (Contract)

Role Overview:

‘SIE IT Service & Support Europe’ provides IT support services to the UK & European user base. The broad computing environment is a mixed estate of Microsoft Windows 11 and Apple MacOS. Both platforms are core operating systems for desktops and laptops across the business. Windows' devices are integrated with Active Directory, while Apple devices (iMacs and MacBook Pros) form a growing part of the estate and are centrally managed using JAMF Pro.

The team responsible for IT Support plays a crucial function within the IT Service & Support department. The objective is to ensure IT support services are delivered effectively and efficiently within a culture of continual service improvement, aligned to the direction set by SIE IT.

This role will be office-based at our London Regional Headquarters, primarily focused on providing face-to-face IT support via the IT Walk-Up Desk. You will be the first point of contact for on-site employees needing IT assistance, delivering a high level of service and resolving a wide range of issues to keep business operations running smoothly.

What you’ll be doing:

• Delivering IT support via the Walk-Up Desk, acting as the first point of contact for in-office employees.
• Providing hands-on support for both Windows 11 and MacOS users, covering hardware, software, and account-related issues.
• Meeting room and A/V (audio-visual) support.
• Managing IT assets (computers, phones, peripherals), ensuring accurate stock control and lifecycle tracking.
• Progressing incidents and service requests in line with SLA, escalating to Tier 2/3 support teams where necessary.
• Supporting onboarding/offboarding activities, ensuring equipment and access are set up correctly.
• Chipping in to encouraging a culture of continuous improvement within the IT Support team.

What we’re looking for:

We’re looking for someone with a strong customer service focus, superb communication skills, and solid experience in front-line IT support within a corporate environment. You’ll be confident providing face-to-face support, capable of handling a wide variety of IT issues, and comfortable working in a lively office environment.

Technical skills:

• Shown Tier 1/2 IT support experience in an enterprise environment.
• Proficient understanding of Microsoft Windows 11.
• Strong solid understanding of MacOS support in a corporate setting.
• Good working knowledge of Microsoft Office 365 applications (Outlook, Teams, Excel, Word).
• Proficiency in managing Active Directory operations such as password resets and account unlocks.
• Familiarity with Okta and Single Sign-On (SSO) technologies.
• Provide meeting room and A/V (audio-visual) support, ensuring equipment such as displays, conferencing systems, and video calls function smoothly for onsite and hybrid meetings.
• General understanding of networking basics (Wi-Fi, TCP/IP).

Non-technical skills:

• Excellent customer service and communication skills.
• Ability to manage various tasks and priorities in a fast-paced environment.
• Strong problem-solving approach with a focus on employee experience.
• Great teammate with a proactive, “can-do” attitude.
• Experience working with helpdesk and IT service management platforms (ideally ServiceNow) for incidents, requests and asset management.

Contract:

• 3-month contract
• Office-based (5 days) at London Regional Headquarters

Benefits

• Discretionary bonus opportunity
• Hybrid Working (within Flexmodes)
• Private Medical Insurance
• Dental Scheme
• 25 days holiday per year
• On Site Gym
• Subsidised Café
• Free soft drinks
• On site bar
• Access to cycle garage and showers