Information Technology Support Specialist

Title - IT Support

Type - Contract

Location - Onsite for Manchester Science Park, UK

Key Responsibilities:

• Promptly address and resolve IT support tickets, adhering strictly to service level agreements (SLAs).
• Provide comprehensive support for a variety of mobile devices, including Android, iPhones, and iPads.
• Facilitate hardware setups and offer software support for new employees, visitors, and contractors.
• Manage identities utilizing Active Directory, Okta, and other Identity and Access Management (IAM) tools.
• Conduct hardware inventory checks, monitor assets, and ensure timely updates.
• Offer technical support for conference rooms, audio-visual equipment, and company events.
• Monitor and maintain the health and security of the local IT infrastructure.
• Collaborate with 3rd party vendors for hardware support and maintenance, including local RMAs.
• Work in tandem with internal Epic IT teams to support and enhance internal systems.

Technical Skills:

• Expertise in diagnosing complex IT problems and implementing solutions.
• Understanding of desktop architecture and the ability to build and repair custom desktops.
• Familiarity with remote support tools and maintaining desktop documentation (Confluence is a plus).
• Knowledge of incident troubleshooting and escalation processes.
• Basic grasp of network protocols and troubleshooting for wireless, LAN, and WAN networks.
• Server room/data center experience, including maintenance and proactive system monitoring. Proficiency in Windows 10/11; Server 2008/2012/2016/2019 experience is advantageous.
• Hands-on experience with Mac OS and MDM tools (e.g., Intune/Azure, Previo Fleet).
• Competence in supporting video conferencing solutions such as Zoom and its associated hardware.
• Scripting skills in PowerShell, Python, or similar languages are desirable.
• Familiarity with version control systems like Git or Perforce is a plus.