Job Description
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.