Description
IT Support Specialist - 12 Months - Outside IR35 - Newport/Remote - Long Term Programme
My client, a globally recognized Cisco Gold Partner, is looking for a IT Support Specialist for an initial 12-month contract (Outside IR35).
This role involves essential remote and on-site support for end-users across their global organisation. The position requires strong communication skills, ITIL experience, and expertise in handling IT requests, incidents, change management, and problem-solving.
As a IT Support Specialist, you will utilize tools such as ServiceNow and Manage Engine to effectively manage incidents, service requests, and other IT-related tasks. Your technical support will cover Windows 10/11, macOS, Active Directory (AD), Azure Active Directory (AAD), Office 365 administration (Teams and Exchange), and Mobile Device Management (MDM).
Key Responsibilities:
• Operate both independently and as part of a team with minimal supervision.
• Provide 1st and 2nd line support for hardware and software issues remotely and on-site.
• Work closely with global support teams to resolve incidents and manage IT requests.
• Apply ITIL methodology to prioritize, log, track, and resolve issues within set timelines.
• Utilize ServiceNow and Manage Engine for incident and service request management.
• Participate in technical migrations and IT platform transitions as directed.
• Support and maintain video conferencing systems on-site.
• Identify recurring issues and recommend system improvements.
• Maintain and update technical documentation regularly.
• Troubleshoot and resolve issues on Windows and macOS devices.
• Use Intune and Jamf for device management.
• Provision and deprovision user accounts across business systems.
• Install, maintain, and support new hardware, software, and systems.
• Assist with IT change activities, including hardware/software configurations.
• Maintain and troubleshoot computing, network, and office equipment.
• Escalate unresolved issues to the appropriate teams.
• Occasional travel to other sites and offices (less than 10%).
Qualifications & Experience:
• A minimum of 2 years' experience in a similar helpdesk or IT support environment.
• Exceptional customer service and communication skills (both written and oral).
• Proficient in ITIL methodologies; ITIL certification preferred.
• Technical certifications (eg, CompTIA A+, Network+) are an advantage.
• Experience with Agile methodologies is a plus.
• Strong knowledge of Active Directory, Azure AD, Office 365, cybersecurity, antivirus, and firewalls.
• Experience with ITSM tools such as ServiceNow or Jira.
• Problem-solving and analytical skills focused on root cause analysis.
• Experience working in global enterprise organizations and with international service providers.
• Skilled in using remote desktop applications and helpdesk software.
• Ability to diagnose and troubleshoot technical issues, providing clear, step-by-step guidance.
• Strong organizational skills to prioritize and execute tasks in high-pressure situations.
Contract Details:
• Start Date: ASAP
• Duration: 12 months
• Location: Newport, Cardiff (with occasional travel to customer sites - 1/2 Days a month)
• IR35 Status: Outside IR35
• Day rate: £375PD - £450PD
IT Support Specialist - 12 Months - Outside IR35 - Newport/Remote - Long Term Programme