Senior IT Support Specialist
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A leading financial crime regulator is seeking a highly skilled Senior IT Support Specialist to join its team. In this pivotal role, you will be responsible for delivering high-quality technical support to our people, ensuring seamless service delivery and exceptional customer experience.
Key Responsibilities:
* Troubleshooting and Incident Management: Manage IT equipment and peripherals, resolving hardware/software incidents, coordinating setup of new or replacement devices, and maintaining asset records.
* Technical Support: Provide onsite and remote IT support as the primary state office contact, ensuring timely ticket resolution. Coordinate service requests and incidents across the ticket lifecycle, maintaining clear communication and excellent customer service.
* System Administration: Administer systems, user accounts, and network resources in line with policies and security requirements. Ensure compliance with security policies and proactively identify and mitigate risks.
* Collaboration and Mentorship: Collaborate with multi-disciplinary teams and vendors to coordinate and deliver services. Mentor junior staff, share expertise, and foster a high-performance, knowledge-sharing culture.
Requirements:
* Technical Expertise: Demonstrated technical expertise solving problems in a modern Microsoft end-user environment.
* Software and Hardware Proficiency: Windows 11, Microsoft Intune; Active Directory and Azure Active Directory (Entra ID); Hardware including Microsoft Surface Pro; Cisco Videoconferencing and MFDs; Microsoft 365, Office Apps and Exchange online; Basic Network Troubleshooting (VPN, LAN); ITSM tools (e.g. Jira, ServiceNow).
* Service Management: Demonstrated capability in operating in alignment with Service Management Principles and best-practice frameworks, such as ITIL v4, and applying these to ensure consistent IT service delivery.