IT Support Engineer Responsibilities Covering the IT support queue, working from a service desk to assist our internal user base with any IT issues. Onsite & remote users Providing day to day support for both hardware and software including desktop support (PC/MAC), telephony, mobiles, email and applications support for both office and remote users Windows/Mac software update processes Desktop/Laptop building, imaging and deployment Install, configure, test and maintain operating systems, application software and system management tools Supporting/Maintaining the various collaboration tools in meeting rooms, Logitech Tap, Polystudios Responsible for the monitoring/maintenance/security of all endpoints Support mobile devices (Android, iPhone, tablets, etc.) Printer installation and troubleshooting Ensuring the Desktop infrastructure is maintained, and documentation is updated Open technical cases with hardware & software vendors to resolve problems Liaise with other IT personnel for problem resolution and escalations Responsible for the monitoring/maintenance/security of all endpoints Oversee user provisioning, deprovisioning, and license allocation. Support hybrid identity and authentication (Azure AD, SSO, MFA). Administer mail flow, mailbox management, and email security. Deploy and manage devices using Microsoft Intune, Jamf, Endpoint Central Provide documentation and training to end-users. WSUS Experience Test and apply new software/maintenance patches Experience supporting a large enterprise in a fast paced environment Install, configure, test and maintain operating systems, application software and system management tools Extensive knowledge of Windows OS's & MAC Os' Good understanding of Windows & Linux operating systems - experience with supporting and troubleshooting stability and performance issues Administer and support global active directory domain including but not limited to DHCP, DNS, Group Policy, Sites & Services Respond to internal/external customer support requests Ownership of issues, collaboration with other teams Support the success and development of others in the team Understanding of AWS services, including AWS Workspaces Providing technical support remotely to our global offices Using a help desk system for incident management and escalation Troubleshoot system and application issues and provide feedback Proactively document all works into knowledge base To spot and report where improvements can be made Assisting with projects of all sizes including technology infrastructure and software projects Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the infrastructure Requirements Knowledge, Skills and Abilities Required: Essential Desktop OS and Business Applications, including; Windows 11/ Mac OS X 13 and above Microsoft 365 Apps including Outlook, Word, Excel, OneDrive Microsoft 365 Collaboration tools including Teams and Teams Calling Installation, Upgrades, Testing, Troubleshooting, Automation, and Optimization Remote Viewing and Support Applications User and group management, permissions, and access control. AD replication, DNS, and troubleshooting domain-related issues, GPO. Experience with hybrid identity environments, including Azure AD Connect and synchronization troubleshooting. Proficiency in PowerShell scripting for automation, reporting, and bulk operations. Solid grasp of Conditional Access, MFA, and identity protection strategies. Familiarity with compliance tools such as eDiscovery, DLP, and audit logging. Excellent troubleshooting, documentation, and communication skills. End point management systems (Jamf, Intune, Endpoint Central) Troubleshooting remote and onsite user issues across multiple different endpoint types and OSs In-depth understanding of Microsoft Active Directory Domain trusts, AD replication, AD Connect, GPO, OU structure management Experience with cloud technologies, especially AWS, EC2, WorkSpaces Technical proficiency and knowledge of IT infrastructure, networks, and systems to effectively manage and troubleshoot issues Scripting Bash/PowerShell Proven knowledge and troubleshooting skills Experience working in a BAU/Project team Personal skills Excellent communication skills Ownership of issues through to completion Developing positive working relationships with a wide range of internal colleagues Prioritising work to meet demands of role Must be a good team player and flexible Self-motivation and drive - confidence to work on own initiative and with limited supervision Team oriented, works well with local and global team Recognises when a sense of urgency is needed and responds accordingly Appreciate challenges and can make thoughtful contributions to an evolving support process, has a strong desire for self-improvement, and learning Is comfortable, flexible, versatile, and curious when it comes to pitching in on diverse tasks and projects Strong problem solving skills; ability to visualize a problem or situation and think abstractly to solve it. Ability to use tools and/or the internet to find solutions. Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations The ability to follow policies and procedures of the support desk To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation Position Credentials Fluent in English language both written and oral Additional languages will be beneficial May be required on occasion to work outside standard working hours Candidates must be eligible to work and live in the country of employment. Values Go the Extra Mile We proactively demonstrate initiative, innovation and identify ways to improve and win We demonstrate motivation, drive to meet and exceed expectations and our own standards We work in a sustainable way Customer Focus We are committed to understanding our customers and their success. One Company, One Team Organisational ownership: We own it, commit to it and deliver it Collaboration, Communication, Integrity & Honesty: We are open, respectful honest and transparent and help others to be the same We are seen and act as leaders in everything we do