Supporting an organisation of approximately 60 employees, the successful candidate will work closely with our IT Manager and will be involved across the full breadth of the firm's technology environment, including end-user support, hardware, infrastructure, Microsoft 365, software applications, networking, security, asset management and IT projects.
This is a practical technical position. The successful candidate will be expected to personally investigate, troubleshoot and resolve IT issues rather than simply coordinate third-party providers.
Over time, the role is expected to develop into broader responsibility for the firm's IT function, providing a potential succession path to the IT Manager position.
Key responsibilities will include:
Hands-on IT Support and Troubleshooting
- Act as a senior point of contact for day-to-day IT issues across the firm.
- Personally diagnose and resolve hardware, software, network, access and application problems.
- Provide hands-on support to employees at all levels of the organisation.
- Troubleshoot laptops, desktops, monitors, printers, mobile devices and associated peripherals.
- Investigate connectivity, Wi-Fi, networking and performance issues.
- Resolve Microsoft 365,Windows and application-related problems.
- Take ownership of technical issues through to resolution, escalating to external specialists only where appropriate.
- Provide timely support in situations where restoration of service is business-critical.
Microsoft 365 and Systems Administration
- Administer and support the firm's Microsoft 365 environment.
- Manage user accounts, groups, permissions and access.
- Support Microsoft Entra ID, Exchange Online, Teams, SharePoint and related services.
- Administer endpoint management and security platforms, including Active Directory/Intune where applicable.
- Manage software deployment, updates and configuration.
- Assist with identity, access and authentication policies including MFA and Conditional Access.
Hardware and Asset Management
- Take responsibility for the lifecycle of IT hardware and associated assets.
- Maintain an accurate IT asset register.
- Configure and deploy laptops, desktops, mobile devices and peripherals.
- Coordinate equipment purchasing, replacement and disposal.
- Manage hardware warranties and supplier support arrangements.
- Ensure appropriate stock levels of replacement and spare equipment.
- Support new joiner, mover, and leaver processes.
Infrastructure and Networking
- Support and maintain the firm's network and infrastructure environment.
- Troubleshoot switches, wireless access points, internet connectivity, firewalls and related equipment.
- Monitor infrastructure health and investigate faults.
- Support server and cloud-based infrastructure where applicable.
- Work with external specialists on more complex infrastructure issues and projects.
- Assist with infrastructure upgrades and technology refresh programmes.
Applications and Software
- Support the firm's core business and professional-services applications.
- Manage application installations, upgrades, licensing and user access.
- Troubleshoot software issues and liaise with vendors where required.
- Maintain an understanding of the firm's key business systems and their dependencies.
- Assist with the evaluation and implementation of new technology.
Cybersecurity, Backup and Business Continuity
- Support the implementation and ongoing operation of the firm's cybersecurity controls.
- Monitor endpoint protection, patching and security alerts.
- Assist with vulnerability remediation and security improvements.
- Monitor backup systems and investigate backup failures.
- Participate in backup restoration and disaster recovery testing.
- Support incident response where required.
- Assist with cybersecurity awareness initiatives and IT security policies.
- Maintain appropriate technical documentation supporting business continuity and disaster recovery.
IT Suppliers and External Support
- Work closely with the firm's retained external IT support provider.
- Determine when issues should be resolved internally and when specialist escalation is appropriate.
- Coordinate technical work undertaken by external providers.
- Liaise directly with hardware, software, telecoms and technology suppliers.
- Assist with licence renewals, contracts and supplier reviews.
Projects and Continuous Improvement
- Lead or participate in IT infrastructure, systems and end-user technology projects.
- Identify opportunities to improve reliability, security and user experience.
- Maintain clear technical and operational documentation.
- Contribute to the development of IT standards, procedures and policies.
- Assist the IT Manager with technology planning, budgeting and procurement.
- Gradually assume increased responsibility for suppliers, projects, risk and IT operations as experience within the firm develops.