The role

You will provide in-person and remote technical support to our staff in the UK and throughout the Hyphen Group, spanning all our offices across Europe and Latin America.

You will also help to support the implementation of IT projects outlined by senior management, by working closely with the IT Manager and the Director of Technology and Innovation. You should have experience providing support in a fast-paced office environment, be able to prioritise tasks and provide resolutions to a high standard.

Key responsibilities

Support

• Being responsible for incident management and service requests raised via the IT Helpdesk, throughout their entire lifecycle from diagnosis to resolution
• Troubleshooting issues to diagnose hardware and software faults
• Co-ordinate IT projects and tasks with IT Ambassadors in Hyphen Group offices as required
• Triaging incoming requests and prioritise tasks to minimise disruption to colleagues
• Keeping staff informed of the status of ongoing incidents and requests
• Documenting resolutions to issues for the ‘knowledge base’
• Escalating issues to third-party vendors as necessary and communicate with them to achieve a satisfactory resolution within a timely manner
• Maintaining the network infrastructure of the Hyphen Group offices and diagnosing any issues with network and internet connectivity.

Implementation of IT infrastructure

• Setting up user accounts on Active Directory
• Installing and configuring computer hardware, operating systems and software
• Patch management and installation of critical software security updates
• Configuring, distributing and maintaining business mobile phones
• Aiding in the induction of new staff to familiarise them with Hyphen systems and software
• Setting up workspaces with IT equipment to adhere to DSE standards
• Supporting the procurement of IT hardware, software and peripherals

Remote working

• Troubleshooting issues with VPN connections and network drive access

Security

• Assisting the IT manager with account security when necessary
• Promoting a good standard of IT security and informing staff about potential security threats
• Monitoring and reacting to security alerts and account lockouts
• Creating Windows security groups and managing access rights to restricted documents and folders

Auditing

• Supporting in both internal and external audits
• Maintaining the Asset Management System and ensuring it is kept up to date
• Co-ordinating software licensing and ensuring that licensing terms are met.

Your skills and experience

Essential

• Minimum of 2 years’ experience providing technical support
• Excellent communication skills
• Good attention to detail
• Clear understanding of prioritising tasks
• Strong problem-solving skills
• Good interpersonal skills and the ability to build relationships remotely
• Ability to work independently and in a small team
• Knowledge and understanding of –
  • Windows 10 & 11 environments
  • Microsoft Windows Server
  • Active Directory (Administration)
  • MS Office 365 Admin
  • MS Office application suite
  • Email malware and phishing threats
  • Networking technologies and physical infrastructure (switches, routers)
  • Laptop maintenance and components
  • VPN and Remote Desktop Connections

Preferred

• Minimum of 3-5 years’ experience providing technical support
• Knowledge and understanding of –
  • Microsoft Azure
  • Microsoft SharePoint
  • PowerShell
  • Autodesk software – AutoCAD/Revit/BIM
  • Cloud storage platforms
  • Cyber Essentials / ISO 27001 and similar cybersecurity certification schemes