IT Support Officer – Level 2

Job Description

ROLE RESPONSIBILITIES:

• Owning and triaging incoming support tickets end to end, prioritising based on urgency and impact, and resolving independently without escalation wherever possible

• Troubleshooting technical issues remotely by phone and remote-access tools (e.g. TeamViewer), diagnosing and resolving problems for staff across all Unisson sites without requiring an onsite visit

• Managing the end-to-end device lifecycle, including wiping, re-imaging and Autopilot enrolment, ensuring laptops and devices are provisioned and ready for staff with minimal downtime

• Administering mobile devices and SIMs, including provisioning, activation, troubleshooting and deactivation, ensuring staff have reliable access to mobile connectivity and devices

• Managing day-to-day user account and access changes in Microsoft Entra ID outside of onboarding/offboarding, such as password resets, permission changes, and security group or access reviews

• Supporting printers, AV equipment and general site hardware, including basic troubleshooting, maintenance coordination and liaison with vendors where needed

• Assisting with new site setup, including hardware, network and workstation deployment, ensuring new locations are operational and staff can work from day one

• Travelling to Unisson sites as required to provide onsite support where issues can’t be resolved remotely, or where physical presence is needed (e.g. new site setup, hardware faults)

• Providing day-to-day Microsoft 365 support (email, Teams, SharePoint, OneDrive), helping staff use these tools effectively and resolving access or functionality issues as they arise

• Writing and using scripts as needed (PowerShell, command line) to automate routine and repetitive tasks, reducing manual effort and improving consistency across the team

• Running onboarding and offboarding for staff end to end, including device setup (in line with device lifecycle management above), account provisioning and access changes, ensuring a smooth start for new staff and clean deactivation for leavers

• Delivering basic end-user training on systems and best practice, helping staff get the most out of the tools available to them and reducing repeat support requests

• Providing white-glove, high-touch support for senior leadership and ELT, reflecting the visibility and time-sensitivity of their needs

• Providing backfill cover for other IT team members during leave or absence, stepping into their responsibilities temporarily, as is already standard practice in the team

• Maintaining accurate documentation of incidents, resolutions, standard operating procedures, and technical knowledge, while contributing to continual service improvement and developing towards Systems Administration responsibilities

• Performing basic cybersecurity operational tasks including email quarantine review and release, Microsoft Intune and Windows patch management, endpoint health monitoring, MFA administration, and remediation of security alerts, in accordance with established security procedures and playbooks set by the Infrastructure and Security Manager

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
#GraphicDesignJobsOnline
#WebDesignRemoteJobs
#FreelanceGraphicDesigner
#WorkFromHomeDesignJobs
#OnlineWebDesignWork
#RemoteDesignOpportunities
#HireGraphicDesigners
#DigitalDesignCareers
# Dynamicbrand guru