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About the Role
We are seeking an IT Operations Specialist to support our client’s London office, acting as a key point of contact for employee technical support. This role supports both local and global IT infrastructure, automation initiatives, and workplace technology, helping to deliver an exceptional end-user experience. The successful candidate will be a proactive problem solver with strong technical expertise and a customer-focused mindset. This position plays a critical role in delivering a first-class IT experience that enables employees to work efficiently and securely.
Responsibilities
- Serve as a primary point of contact for employee IT support requests, providing timely and professional resolution of hardware, software, account, and access issues.
- Deliver an exceptional user experience throughout the employee lifecycle, including onboarding, day-to-day support, and offboarding.
- Troubleshoot and resolve issues across macOS, Windows, mobile devices, SaaS applications, and workplace technologies.
- Escalate complex technical issues when required, while maintaining ownership and clear communication throughout the resolution process.
- Provide a high-touch customer experience focused on responsiveness, communication, and user satisfaction.
- Lead the setup, provisioning, deployment, and recovery of end-user hardware, with a primary focus on Mac devices.
- Manage asset tracking and hardware lifecycle processes, ensuring accurate inventory records and documentation.
- Support device enrolment, configuration, and management through endpoint management platforms such as Jamf and Microsoft Intune.
- Coordinate hardware replacements, upgrades, and refresh programmes as required.
- Administer user provisioning and deprovisioning across core business applications and SaaS platforms.
- Support identity and access management through technologies such as Okta, Google Workspace, Microsoft 365, and related platforms.
- Maintain accurate support documentation, procedures, and knowledge base articles.
- Partner with global IT teams to drive operational improvements, standardisation initiatives, and service enhancements.
- Provide first-line support for conference room technology and collaboration platforms.
- Troubleshoot Google Meet room systems, Logitech conferencing hardware, displays, peripherals, and connectivity issues.
- Coordinate with specialist AV support teams on complex incidents and escalations.
- Assist with event support, meeting preparation, and conference room readiness checks as required.
Requirements
- Proven experience in IT support or IT operations, ideally within a fast-paced technology environment.
- Ability to work independently while supporting a broad range of technical and operational responsibilities.
- Strong troubleshooting skills across macOS, Windows, endpoint devices, SaaS applications, workplace technologies, and collaboration tools.
- Hands-on experience with endpoint management, identity and access management, and IT service management platforms.
- Advanced macOS support experience, including device provisioning, administration, enrolment, and end-user support.
- Excellent communication and customer service skills, with the ability to manage competing priorities and work effectively with minimal supervision.
Skills
- Jamf
- Microsoft Intune
- Kandji
- Okta
- Google Workspace
- Microsoft 365
- Jira
- Zendesk
- ServiceNow
Location
- London
Work Type
- Full-time
Experience Level
- Mid-level
Education Level
- CompTIA A+
- CompTIA ITF+ (IT Fundamentals)
- Google IT Support Professional Certificate
- Microsoft Certified: Endpoint Administrator Associate
- Jamf Certified Associate
- Okta Certified Professional