IT Support Technician

Belfast, London, Winchester

International architectural practice, Hyphen, has experienced rapid growth in recent years and seeks an experienced IT Support Technician to join our team in the UK.

Our hybrid working approach means that you’ll be able to work from home for up to three days each week with the remaining time in one of our UK offices, in Winchester, London or Belfast.

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
Location: Belfast, London, Winchester

We welcome applications from anyone considering returning to work after a career break or those seeking part-time opportunities.

Hyphen welcomes applications from candidates who plan to move to the UK from other countries in the near future. Before applying however you should verify that you have the immediate right to work in the UK.

If you feel that Hyphen is a place where you can contribute your best work, be proud of your achievements and see your career develop we’d love to hear from you. Please apply

Does this role suit you?

Hyphen will keep the personal information you submit as long as indicated on the form opposite and will then destroy all electronic and hard copies of emails, CVs and portfolios etc. General Data Protection Regulation (GDPR) 2018 means that you have control of your data and you can contact us at: info@hyphen.archi to remove it earlier than the deadline.