IT Support Specialist

Description

The company builds an integrated platform of software, hardware and services for real-time visual productions.

Its clients include live music, broadcast, immersive experience, theatre, film and TV, and corporate event producers.

You will join the IT department as an IT Support Specialist.

Responsibilities

• Be the main contact for help desk requests from users in offices around the world, providing first and second line support both in person and remotely.
• Resolve requests quickly and make sure every user has a good experience.
• Diagnose and fix hardware, software and network faults on Windows and macOS, along with common business applications.
• Set up, configure and maintain laptops, workstations and mobile devices.
• Create, change and remove user accounts, permissions and access across systems such as Google Workspace, Microsoft 365 and Slack.
• Help run joiner and leaver processes so new starters and leavers are set up and offboarded smoothly.
• Monitor ticket queues, set priorities and escalate issues where needed.
• Keep clear records of systems, processes and common fixes.
• Work with IT engineers on complex problems and suggest improvements to support processes.
• Help improve IT services, tools and user support standards over time.

Requirements

• Proven experience in an IT support or help desk role.
• Hands-on experience supporting Google Workspace (G Suite) and/or Microsoft Azure environments.
• Experience managing users and permissions in tools such as Slack, Google Admin and Azure AD.
• Strong troubleshooting skills on Windows and macOS.
• Experience with endpoint management or MDM tools such as Intune, Kandji or similar.
• Familiarity with ticketing systems such as Jira Service Management, Zendesk or Freshservice.
• Understanding of network fundamentals, including Wi-Fi, VPNs, DNS and basic troubleshooting.
• Experience setting up and supporting laptops, mobile devices and peripherals.
• Ability to support a remote or hybrid workforce spread across the world.
• Strong communication skills with a focus on user experience and clear problem-solving.
• A solid grasp of IT systems, hardware, software and network administration, enough to support users promptly and effectively.
• A structured, methodical approach to diagnosing and resolving issues quickly and accurately.
• You can explain technical concepts simply to both engineers and non-technical users.
• Good customer service, with a focus on understanding user needs and delivering a positive experience.
• Careful, accurate troubleshooting, documentation and reporting, so issues are fully closed out.
• You spot potential problems early and keep looking for ways to improve processes.
• You take ownership of tasks and incidents and manage priorities to resolve them on time.
• You adapt to new technology, changing business needs and pressure with a positive attitude.
• You work well across teams, share knowledge and learn from colleagues.

Conditions

Based in the Atlanta office, combining desk-side and remote support.

Full time role reporting to the Director of IT, who is based in the UK.

Hybrid working between home and the offices, depending on role and location.

Basic salary range for U.S. based candidates: $50,000 to $60,000 USD.

Pay for candidates based outside the U.S. is set in line with local market benchmarks and internal equity.

The company welcomes applicants from all backgrounds.

Benefits

• Unlimited paid time off, with a minimum amount you must take set at 20% above the statutory level.
• Mental health and wellbeing support, including a Calm app subscription, mental health first-aid buddies and employee assistance programmes.
• A gig allowance of £400 (or local equivalent) each year to spend on tickets to industry events.
• Belonging policies, including but not limited to support for parental, fertility, miscarriage, menopause and transitioning.
• Training, coaching and mentoring.