Senior Support Technician

• Supporting the end users within the office ensuring suitable processes and support is in place
• Own 2nd line tickets end-to-end, including triage, diagnosis, resolution, stakeholder communication, and timely, high-quality closure
• Provide desk-side and remote support for Drop-In issues (monitors, docks, peripherals, imaging/builds, connectivity) and core productivity blockers
• Resolve incidents across Okta/SSO, Zscaler/VPN, Google Workspace, Atlassian (Jira/Confluence) and Slack, escalating to third parties when required
• Fulfil access requests (e.g. TMS and application entitlements), ensuring least-privilege and audit-ready documentation
• Support starters/leavers processes, device lifecycle and license hygiene, with accurate records to meet audit requirements
• Utilise AI to improve processes and drive change (auto-triage, knowledge surfacing, solution suggestions, self-service and auto-remediation)
• Implement automation and orchestration (e.g. Intune/JAMF/Google Admin) for repeatable tasks, compliance checks and consistent audit coverage
• Contribute to Problem/Change, refine playbooks and knowledge articles, and support 1st line to uplift first-time-fix
• Ensuring the highest level of service is delivered, high performance and quality is maintained and our end user support experience is valued

• End user support experience at an exceptional standard
• Experience leading on tasks, projects or people which has been proven in development activities or in practice
• An understanding of end user toolset solutions and processes
• Exceptional technical skills in Operating systems: Windows 11, macOS and Chrome OS
• Applications: Google Apps, Atlassian products (Jira, Confluence), Slack
• User/Device management tools: Google Workspace (Users, Groups, Google Meet kit & Chrome devices), Okta, Intune, JAMF
• Proactive interest in technological development, keeping up with the latest industry developments, product releases and suggesting/facilitating improvements
• Ability to identify process improvements and implement changes where necessary

Experience providing Audio/Visual support