Job Description

This role is critical in ensuring seamless system integration, continuous service improvement, and optimal performance across the organisation., * Act as the escalation point for technical queries from Level 1 and Level 2 engineers

• Coordinate and communicate effectively during high-risk, business-critical P1 outages or security incidents
• Perform proactive tasks such as firmware upgrades, process development, project delivery, and recurring infrastructure checks.
• Collaborate with team members to drive continuous service improvement and innovation
• Provide technical support for theatre operations, including corporate devices, network, Wi-Fi, and payment systems
• Conduct regular maintenance and updates on laptops and desktops to ensure performance and security
• Assist office and theatre staff with IT-related queries and troubleshooting
• Log and manage incidents using a ticketing system, ensuring timely resolution and clear communication
• Work closely with IT partners and internal departments to implement and enhance technologies
• Maintain accurate documentation of IT assets, configurations, and procedures.
• 5+ years of experience in a technical helpdesk or IT support environment * Strong verbal and written communication skills * Proficient in Microsoft technologies, including Office 365 and Multi-Factor Authentication (MFA) * Experience with Active Directory and Group Policy (GPO) administration * Good experience with Apple macOS, iOS, and Android device management * Solid understanding of networking concepts: TCP/IP, VLANs, firewalls, and wireless configurations * Ability to troubleshoot complex networking issues * Experience with IP phone systems and meeting room technologies (e.g., Polycom, Zoom, Microsoft Teams) Preferred certifications: * CompTIA A+ * Microsoft 365 Certified: Modern Desktop Administrator Associate * Other relevant IT certifications are a plus * Familiarity with cybersecurity standards like Cyber Essentials or ISO27001 is a plus

Skills Required