IT Support Specialist

About the Team

The IT Services and Support team is responsible for providing seamless, efficient, and reliable IT solutions across the organization. We handle frontline IT support, manage vendor relationships and equipment inventory, and continuously improve our processes and documentation to enhance the overall employee experience.

About the Role

As an IT Support Specialist, you will be the first point of contact for troubleshooting hardware, software, and network issues, ensuring our employees have seamless access to the tools and support they need. You will play a crucial role in IT operations, from resolving support requests to managing vendor relationships, maintaining IT assets, and driving process improvements.

We are looking for someone who is customer-focused, technically proficient, and proactive in enhancing IT processes. You should excel in clear communication with both technical and non-technical stakeholders, have a strong background in macOS (Windows experience is a plus), and thrive in a fast-paced, collaborative environment.

This role is based in our London office at King's Cross Station and requires five days per week onsite.

** In this role, you will:**

• Provide frontline IT support: Serve as the primary contact for troubleshooting hardware, software, and network issues, ensuring quick and effective resolutions.

• Manage IT assets and vendors: Coordinate with vendors for procurement, repairs, and maintenance of hardware and software. Maintain secure, up-to-date, and standardized systems.

• Drive IT process improvements: Work with cross-functional teams to refine workflows (e.g., onboarding, device imaging) and suggest innovative solutions to enhance IT operations.

• Support AV and event operations: Manage audiovisual setups and troubleshoot technical issues for high-production all-hands meetings and office events.

• Leverage ITSM tools: Utilize ServiceNow for IT service management, ticket tracking, and process automation to streamline support operations.

You may be a fit for this role if you have:

• Strong technical expertise in macOS (Windows experience is a plus) and familiarity with identity and device management tools like Azure AD, Jamf, and Intune.

• Experience with enterprise collaboration tools, such as Google Workspace, Office 365, Slack, and Atlassian products.

• Excellent troubleshooting and problem-solving skills within Mac and enterprise IT environments.

• AV event management experience, including hands-on expertise with Google Meet, Microsoft Teams, and Crestron for high-profile meetings.

• Proficiency with ITSM platforms like ServiceNow, using them for ticketing, incident tracking, and process automation.

• A proactive, customer-first mindset, with strong written and verbal communication skills to support both technical and non-technical audiences.

• A meticulous approach to IT operations, ensuring precision and attention to detail in your work.

• A drive for continuous improvement, whether in streamlining IT processes, automating workflows (via scripting or low-code tools), or mentoring junior team members.