IT Support -Midlevel

Role Overview

• We are seeking a mid-level IT Support Specialist to support ongoing IT integration and user environment management activities. The role will focus on maintaining productivity systems, managing user accounts, and supporting endpoint devices across a distributed workforce.
• The successful candidate will play a key role in ensuring seamless tool, account, and device transitions during an ongoing integration programme, while delivering reliable end-user support across business functions.

Key Responsibilities
IT Support & Service Delivery

• Provide L1/L2 technical support to end users across the organisation
• Diagnose and resolve issues related to hardware, software, and productivity tools
• Manage and prioritise support tickets in line with SLAs

User & Identity Management

• Administer Google Workspace user provisioning, access control, group management
• Manage onboarding and offboarding processes
• Ensure appropriate access rights and security compliance

Device & Endpoint Management

• Support and manage Windows and macOS laptops across remote teams
• Perform device setup, configuration, and troubleshooting
• Enforce endpoint policies via MDM tools e.g., JumpCloud or similar platforms

Collaboration Tools Support

• Provide administration and support for Slack and other productivity tools
• Assist users with collaboration tool setup, permissions, and troubleshooting
• Deliver basic user training where required

 Integration & Migration Support

• Assist with IT system integrations and migrations, including:
• User account transfers
• Data migration tasks
• Tool consolidation activities
• Support validation and testing during integration phases

Documentation & Process Improvement

• Maintain IT documentation SOPs, knowledge base articles
• Recommend improvements to support processes and tooling
• Contribute to a structured and scalable IT support environment

Required Skills & Experience
Technical Skills

• Strong experience in Google Workspace administration
• Proficiency in supporting Windows & macOS environments
• Exposure to MDM tools e.g., JumpCloud or similar
• Experience with Slack and cloud-based productivity tools

Professional Experience

• 3–6 years’ experience in an IT Support / Helpdesk / Systems Support role
• Experience supporting remote or distributed teams
• Proven involvement in system integrations or migrations is highly desirable
• Education & Certifications
• Bachelor’s degree in IT, Computer Science, or related field
• Relevant certifications advantageous:
• Google Workspace Administrator
• CompTIA A+ / Network+
• ITIL Foundation

Key Competencies

• Strong problem-solving and troubleshooting skills
• Excellent communication and user support skills
• Ability to work in a fast-paced, evolving environment
• High attention to detail and organisation
• Proactive and solution-oriented mindset