Job Description

About HSO

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HSO is a leading global provider of enterprise business solutions and a trusted Microsoft Solutions Partner. Founded in 1987, HSO delivers digital transformation through Microsoft Dynamics 365, Power Platform, Azure, and other Microsoft technologies, helping clients achieve sustainable success.



We combine deep industry expertise with technological innovation to create long-term value for our clients across sectors such as Retail, Manufacturing, Professional Services, Financial Services, and Local Government.



HSO has been voted in the UK's Top 10 Best Large Companies to Work For for the last three years running and is proud to have been named D365 Finance Microsoft Partner of the Year and finalist for D365 Sales & Marketing.



People join and stay at HSO because we care - about adding value to our customers, delivering what we promise, striving to improve ourselves, being inclusive, and having fun.



The core values that enable us to work so well together also mean our customers want to work with us. We choose to be different from other Microsoft partners. Caring about our people, customers, and quality of work differentiates us. We always support our people and customers to achieve shared, agreed goals.

: IT Administrator

Team: Internal Systems & Security (UK & Global Operations)



Role Type: Support & Infrastructure



Role Overview



Working as a key member of the UK IT team while collaborating closely with our Global IT function, you will provide first and second-line support to staff across the business. This role is a hybrid of end-user support, infrastructure maintenance, and security operations. You will champion the use of modern technology--including AI assistants--and ensure our global workforce stays connected and secure.

Key Responsibilities

Support & Service Delivery

Service Desk Management:

Monitor and resolve tickets via our IT Service Management (ITSM) platform, ensuring accurate logging and timely updates.

Global Collaboration:

Work alongside international IT counterparts to resolve cross-regional issues, support global projects, and ensure consistent service delivery across time zones.

End-User Support:

Assist staff via phone, Teams, email, and walk-ups, troubleshooting issues with Windows/Mac OS, Office 365, and mobile devices in a courteous and supportive manner.

Onboarding:

Prepare laptops (via Autopilot/Imaging) and mobile devices for new starters, ensuring a seamless "Day 1" experience for both local and remote employees.

Infrastructure & Security

Identity Management:

Administer user accounts, groups, and permissions using

Active Directory

and

Microsoft Entra ID (Azure AD)

.

Security Monitoring:

Monitor alerts within

Microsoft Defender

and 365 Compliance centers, triaging basic threats and escalating complex security incidents to the Information Security Manager.

AI & Innovation:

Act as a champion for new tools, including supporting the adoption of

Microsoft Copilot

and other AI-assisted technologies, helping staff understand how to use them safely and effectively.

Asset Lifecycle:

Manage the IT asset register, including purchasing requests, stock maintenance, and the secure disposal/recycling of retired hardware (WEEE compliance).

Projects & Maintenance

Documentation:

Contribute to the maintenance of the IT knowledge base, network documentation, and asset registers.

Maintenance:

Assist with the patching, upgrading, and maintenance of the IT and IS infrastructure (Server/Cloud).

Policy Implementation:

Work with the Information Security Manager to roll out new software controls, policies, and data protection measures.

Data Protection:

Ensure all administrative tasks (such as user creation and asset disposal) adhere to GDPR regulations, and support the wider team in delivering IT compliance initiatives.

Audit Assistance:

Support the IT Manager in delivering compliance projects (including

ISO 27001, ISO 9001

, and emerging

AI governance

standards). This will involve gathering audit evidence, checking logs, and ensuring registers are audit-ready.

Personal attributes

Global Mindset:

Ability to work effectively within a distributed global team and communicate with colleagues from diverse cultural backgrounds.

Problem Solving:

Excellent diagnostic skills with a patient, methodical approach to troubleshooting.

Communication:

The ability to explain technical concepts (including AI and Cloud functions) to non-technical users clearly.

Adaptability:

A keen interest in emerging technologies (specifically AI and Automation) and a willingness to learn new platforms quickly.

Autonomy:

Ability to prioritize tasks and work independently when required, taking ownership of tickets through to completion.

Technical Knowledge

Mandatory

Identity Management:

Strong knowledge of Active Directory and Microsoft Entra ID (formerly Azure AD).

Microsoft 365 Administration:

Experience managing Exchange Online, Teams, and SharePoint permissions.

Networking Fundamentals:

Experience of TCP/IP, DNS, DHCP, and VPN technologies.

Hardware Support:

Proficiency in troubleshooting Laptops, Desktops, and Peripherals.

Desirable

App & Bot Development:

Experience creating internal apps, flows, or chatbots using

Microsoft Power Platform (Power Apps, Power Automate)

or

Microsoft Copilot Studio

.

AI Literacy:

Familiarity with Generative AI tools (e.g., ChatGPT, Microsoft Copilot) and prompt engineering basics.

Endpoint Management:

Experience with Microsoft Intune / Endpoint Manager for device deployment.

Cloud Infrastructure:

Basic understanding of Microsoft Azure resources.

Automation:

Knowledge of PowerShell scripting to streamline repetitive tasks. *

Security:

Basic experience with Firewall administration or Anti-Virus consoles.