Senior IT Support Specialist

Deliver first-line and escalated technical support to more than 500 users across the UK, Ireland, Australia, Ukraine and Dubai. Resolve hardware, software, access, connectivity and endpoint issues remotely and in person while owning incidents and service requests through resolution or specialist escalation.

Prepare HP Windows laptops and Apple MacBooks through network-based enrolment and provisioning. Support Microsoft Intune, Company Portal, Jamf Pro, FileVault recovery, Active Directory, VPN tools, Software Center and macOS Self Service. Maintain ticket records, provide user updates, document resolutions in the GTSD guide and collaborate with global IT, HR and account-provisioning teams.

Managed helpdesk requests through Zendesk, providing telephone, live-chat and remote support for hardware, software, access and application issues. Supported user onboarding and offboarding, hardware provisioning, software installation and patch monitoring.

Installed, updated and repaired laptops, desktops and peripherals, using system and network performance information to investigate faults. Coordinated internal teams and third-party suppliers, raised purchase orders for IT resources, and supported server, telecommunications and overnight backup environments.

Provided daily IT support for a 90-plus user office, troubleshooting Windows, Microsoft 365, Active Directory, servers, networks and business applications. Created user accounts, maintained access permissions and managed distribution group membership.

Built and deployed PCs and workstations, configured Microsoft Office and specialist business software, and supported laptops, tablets, printers, meeting rooms and projectors. Maintained ESET antivirus, assisted with security updates, and resolved hardware, application and connectivity issues remotely and on site.

Advised customers on travel products and handled financial transactions in a customer-facing environment.

Delivered customer service through clear communication, active listening and research.

Created databases and spreadsheets to support inventory management and reporting.

Maintained accurate records and identified opportunities for administrative process improvements.

BTEC Level 3 Extended Diploma in IT, Triple Merit (equivalent to BBB).

Six GCSEs at A* to C, including English and Maths.